Engagement Manager

Role Summary

Engagement Managers are the on-scene leaders who run our projects day to day. You'll guide cross-functional pods through a rigorous, evidence-driven problem-solving process—from first principles to a converged solution—ensuring recommendations are correct, practical, relevant, and cohesive. The role blends strategic thought leadership with hands-on command of technical and operational details. You will own a portfolio P&L, manage Project Managers, and personally quarterback key enterprise accounts end-to-end.

• Location: Mumbai (primary) with client travel.
• Org: Reports to Enterprise Delivery Head.
• Direct reports: 2–6 Project Managers.

Key Responsibilities (KRAs)

• Delivery ownership: Lead multi-workstream enterprise programs from scope to scale; establish stage gates, RAID logs, change control, risk visibility, and cross-team dependency management.
• P&L management: Plan and track portfolio revenue, costs, utilization, and delivery margin; partner with Finance on billing, acceptance, and collections; course-correct to
• protect economics.
• Client leadership: Build executive trust, run QBRs with KAM/CSM, maintain account roadmaps and stakeholder maps; translate outcomes (e.g., containment, FCR, conversion uplift) into delivery plans.
• Quality & reliability: Enforce release and incident standards (post-deployment gate, RCA discipline, recurrence prevention); raise documentation and communication quality across the pod.
• People leadership: Manage and coach PMs on estimation, negotiation, stakeholder management, written comms, and data-informed decisions; set clear OKRs and operating rituals.
• Expansion enablement: With KAMs/Pre-Sales/S&I, turn delivered value into new use cases, geographies, or lines of business; prepare scope packages that are accurate and delivery-ready.

How Success Is Measured (directional KPIs)

• Delivery reliability: Timely milestones, disciplined scope/change control, clear risk/issue management, and predictable execution.
• Financial health: Consistent portfolio forecasting, healthy delivery margins, purposeful utilization, and disciplined spend.
• Client impact: Positive executive feedback, QBR rhythm maintained, demonstrable value realization that supports expansion.
• Quality: Stable releases without critical regressions, swift incident response and resolution, decreasing defect escape over time.
• Team health: PM growth, hiring quality, low unmanaged attrition, and strong cross-functional collaboration.

Ideal Candidate Profile

Core experience

• 6+ years in program/engagement management or strategy-led delivery at a top-tier consulting firm or in B2B AI/SaaS leading complex enterprise programs.
• Demonstrated ownership of portfolio P&L and delivery outcomes across multiple work streams.
• Comfortable bridging strategy and execution—from crafting business cases to running day-to-day delivery governance.

Problem solving & analytics

• Structured, hypothesis-driven thinker who converts ambiguity into measurable plans.
• Strong analytical fluency (financial models, funnel/telemetry analysis, capacity/utilization, variance analysis).

Communication & stakeholder leadership

• Outstanding written and verbal communication—exec updates/QBRs, crisp emails, clear Jira tickets and RCAs.
• Earns trust with senior stakeholders; negotiates scope and navigates escalations with composure and options.
• Fluent in English.

Education Qualification

• Postgraduate or advanced degree from a top academic program (MBA/Engineering/Analytics or equivalent).

Ideal Mindset

• Initiative + creativity: proactive at spotting risks/opportunities and crafting sensible, novel approaches when needed.
• Team-first leader: respectful collaborator who elevates PMs, Engineers, and CS/Support partners; high standards with coaching.

Nice-to-have domain fluency

• Experience with Conversational AI solutions, Generative AI projects, analytical tools and experimentation.
• Familiarity with CCaaS/telephony (SIP/dialers), APIs/integrations, security reviews, partner-led programs (e.g., AWS).

Tools Knowledge

• Project management: Jira/Confluence (or equivalents).
• Productivity & analytics: PowerPoint/Google Slides, Excel/Google Sheets (pivoting, modeling), BI tools (Metabase/PowerBI/Looker).
• Comfortable working with engineering on dashboards and evidence links.

Skills Required
Variance Analysis, Capacity Utilization, Financial Models