Engagement Director - Remote | WFH

**Job Title: Regional Services Delivery Leader - North America**

Job Summary

We are seeking a dynamic and experienced leader to head our North America Engagement Managers (EM) and Service Delivery Managers (SDM) teams. In this pivotal role, you will ensure the effective positioning and delivery of our digital employee experience (DEX) services and customer journeys. Your primary goal will be to drive customer satisfaction, loyalty, and advocacy by delivering outstanding services.

Responsibilities

• Lead and manage the North America (NA) Engagement Managers (EM) and Service Delivery Managers (SDM) teams, fostering a culture of excellence and continuous improvement.
• Tailor customer journeys to meet specific client needs, ensuring exceptional service delivery.
• Oversee program/project delivery, monitoring engagement health metrics, and guaranteeing value delivery in all engagements.
• Collaborate cross-functionally with sales, customer success, and consulting teams to align with organizational goals and objectives.
• Share and implement best practices with other regions, ensuring team adherence to established processes and standards.
• Forecast bookings and delivered revenue related to services; work with consulting managers to anticipate hiring needs.
• Serve as a subject matter expert on Digital Employee Experience (DEX) and represent the organization at industry events.
• Act as an escalation point for key accounts and support the team during high workloads.
• Produce and maintain relevant project documentation, including scoping documents, statements of work, project plans, budgets, risk registers, change orders, and status reports.
• Support partners in their approach and adoption plans, defining and disseminating best practices within the team.
• Understand and manage customer contracts, ensuring the team meets contractual obligations and delivers value.
• Collaborate with the Customer Success Management (CSM) team to document and communicate delivered value.
• Define and align Objectives and Key Results (OKRs) for the team to ensure alignment with the organization's overall goals and objectives.
  
  

Qualifications

• 10+ years of experience in roles such as Engagement Manager, with at least 5 years in management positions.
• Proven track record in managing customer programs through service engagements.
• Customer-first mindset with a focus on delivering exceptional service.
• Prior experience with Digital Experience (DEX) products is preferred.
• Solid understanding of end-user computing and market trends.
• Extensive experience in IT, particularly in IT Service Management (ITSM) and IT Infrastructure Library (ITIL).
• Previous experience with software and cloud vendors is preferred.
• Strong comprehension of the partner ecosystem.
• Demonstrated ability to collaborate effectively with other teams and regions.
• Willingness to travel up to 20%.
• Excellent communication and interpersonal skills, with the ability to influence and build relationships with stakeholders at all levels.
• Strong analytical and problem-solving skills, with the ability to think strategically and execute methodically.
• Ability to manage multiple priorities and projects simultaneously in a fast-paced environment.
• Familiarity with project management methodologies and tools (e.g., Agile, Scrum, PMP).
• Proficiency in data analysis and leveraging insights to drive decision-making.
• Commitment to continuous learning and professional development.
  
  

What We Offer

• A diverse and inclusive work environment with over 1000 employees across 21 countries and 8 different time zones, speaking 60+ languages.
• Comprehensive and generous benefits plans, including health, dental, vision, life insurance, long-term disability, and accidental death/personal loss coverage.
• Flexible hours and unlimited vacation, with 11 company-paid holidays and 3 extra days for volunteering.
• Hybrid work model balancing office and remote work, with structured onboarding to foster connections and team integration.
• Free access to professional training platforms to explore your interests and enhance your skills.
• Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers.
• 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings.
• Bonuses for referring successful hires after three months of continuous employment.
  
  

We believe in the power of diversity, inclusion, and equity in the workplace. Join us in creating solutions and fostering innovation for the modern digital employee experience.

*Base salary ranges are determined by country, role, level, experience, and skills. The range displayed on each job posting reflects our good faith determination of the minimum and maximum targets for new hire salaries across all US locations. Individual pay is determined by related factors, including job skills, experience, and relevant education or training, which may impact a final offer.*

Employment Type: Full-Time