Engagement Manager

Position Overview

Engagement Manager / Delivery Manager

The ideal candidate has a Tier-1 engineering background (IITs/NITs/BITS or equivalent), strong leadership experience managing teams of 30 to 100+ members, fluency in Python, and exceptional communication and analytical skills. Experience in fast-paced environments such as high-growth startups or consulting firms is highly desirable.

Key Responsibilities

Project Delivery & Client Management

• Own end-to-end delivery of client engagements across multiple workflows and domains.
• Drive project planning, execution, risk management, and retrospective analysis.
• Act as the primary point of contact for clients — translating evolving requirements into actionable plans.
• Collaborate with internal program managers, engineers, and QA leads to ensure seamless execution and alignment.

Team Leadership & Workstream Management

• Lead cross-functional teams of 30–100+ professionals, including project managers, QA leads, and annotators.
• Define team structures, monitor workloads, and optimize efficiency through data-driven dashboards and performance metrics.
• Foster a high-performance culture through mentorship, role clarity, and continuous feedback.
• Scale teams rapidly to meet fluctuating project demands, including recruitment and onboarding initiatives.

Operational Excellence & Quality Assurance

• Own and evolve Standard Operating Procedures (SOPs), SLA adherence, and delivery improvements.
• Monitor and improve KPIs such as AHT, throughput, quality scores, and defect rates.
• Identify bottlenecks and deploy technical/process improvements to mitigate them.
• Partner with cross-functional teams to implement automation, improve tooling, and standardize workflows.

Technical Engagement & Analytical Thinking

• Work hands-on with Python-based tools, automation scripts, and annotation platforms.
• Analyze large datasets to develop and monitor quality frameworks.
• Collaborate with engineers and data scientists to define metrics and calibration processes.
• Solve ambiguous operational challenges using first-principles thinking and structured experimentation.

Must-Have Qualifications

• Bachelor’s degree in Computer Science or related field from a Tier-1 engineering institute (IITs, BITS, NITs preferred).
• 5–8 years of experience in project delivery, operations, or client services.
• Demonstrated experience managing large, diverse teams (70–100+) or multi-layered vendor teams.
• Proficiency in Python; working knowledge of JavaScript is a plus.
• Excellent written and verbal communication skills with strong client-facing presence.
• Proven ability to define scalable workflows, maintain SLAs, and operate under tight deadlines.
• Strong analytical, organizational, and problem-solving capabilities in high-ambiguity settings.

Preferred Qualifications

• Master’s degree or MBA from a top business school (IIMs, ISB, or equivalent).
• Experience in consulting, AI/ML operations, or high-growth product/startup environments.
• Familiarity with Agile methodologies, sprint planning, and operational tooling.