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Engagement Manager
2 weeks ago
We are looking for a dynamic and results-driven Engagement Manager / Delivery Manager with a strong Computer Science foundation, a proven track record of leading large-scale delivery teams, and a client-first approach. In this role, you will oversee the successful execution of complex projects by managing end-to-end delivery, aligning cross-functional stakeholders, and upholding the highest standards of data quality and operational excellence.
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 ResponsibilitiesProject 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.
- 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.
- 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.
- 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.
- 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.
- 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.
