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Manager, Engagement Management

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Optimizely

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Location:
United Kingdom , London

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Manage global onboarding engagement managers

Job Responsibility:

  • Lead & develop the EMEA EM team (≈80%)
  • Coach, grow, and performance-manage a distributed team
  • prioritize internal mobility and cohesion across regions
  • Oversee capacity and utilization: assign onboardings, forecast, and manage time in Kantata
  • ensure EMs meet ~60% utilization
  • Maintain operational cadence: project hygiene, EOM finance, holiday approvals, and leadership updates for customer continuity
  • Champion continuous improvement: lead/co-lead transformation initiatives
  • promote product expertise and cross-training
  • share best practices
  • Elevate outcomes: improve time-to-value, project progression, CSAT ≥ 4.0, and new-hire time-to-productivity (target ~60% customer engagement by months 3–4)
  • Be involved with & help drive the P&L on the Services team - including items around forecasting, team billability, & existing customer services sales
  • Engage directly with customers, leading onboardings (≈20%)
  • Own a focused onboarding portfolio from sales handoff to go-live
  • manage scope, risk, timelines, and stakeholder expectations
  • Serve as an executive-level escalation point
  • communicate with clarity and confidence to both technical and non-technical audiences
  • Promote adoption and value using Microsoft Teams, Salesforce, Kantata, Zendesk, Jira, Clickup and Gainsight
  • Cross-functional & regional collaboration
  • Partner with Sales, CSMs, Product, Engineering, Strategy Consultant and Solution Architects to deliver structured onboarding programs with well-defined goals and timelines, tailored to both Optimizely One and regional needs
  • Champion high-quality scoping (T&M/fixed) and help expand/attach services where appropriate
  • Significant experience in developing and managing complex project plans

Requirements:

  • 7+ years of project management and strategy experience, including 4-5 years as a Team Lead or manager in SaaS/PaaS with global client delivery
  • PMP, PMQ or PRINCE2 certification required
  • In-depth knowledge of Optimizely’s products, especially Opal and core platforms
  • Strong requirements discovery and complex project planning skills
  • mastery of Agile, hybrid, and Waterfall methodologies
  • Decisive leadership and executive-level communication skills
  • ability to translate technical and business concepts clearly for all audiences
  • Proven advocacy for team interest confidently represents, influencing, and pushing back to ensure the best outcomes for both team and organization
  • Track record of cross-functional collaboration (Sales, Engineering, Marketing, Product)
  • Demonstrated technical fluency in artificial intelligence (AI), including a strong understanding of AI concepts, applications, and best practices relevant to SaaS/PaaS environments
  • Experience scoping and selling (services attach/expansion) is highly valued
  • Excellent problem-solving, critical thinking, and analytical skills
  • resilient under shifting priorities
  • Technical fluency in Experimentation, A/B testing, CMS, cloud, B2B/B2C commerce, and web technologies (HTML/CSS/JavaScript)
  • Tools: Microsoft Teams, Salesforce, Kantata, Copilot, Click up, Zendesk, Jira, Gainsight
  • Travel up to 25%
  • Excellent verbal and written English
  • Clear, concise, and influential communication is essential
  • Bachelor’s degree strongly preferred or equivalent experience
  • Associate's degree w/ experience or BS w/o experience

Additional Information:

Job Posted:
January 10, 2026

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