Engagement Manager

About the Opportunity: 

Hybrid Pathways, a New Era Company, is seeking a Engagement Manager to support a growing customer base and service delivery portfolio. The Engagement Manager will provide exceptional customer service and support to industry leading technical and service delivery teams. The Engagement Manager plays a role in the full engagement lifecycle including coordination with Sales, Recruiting, Operations, Finance and Service Delivery with day-to-day oversight of logistics, project management, contractor management and service quality control. The ideal candidate will have a strong project management background, customer service experience and an ability to foster strong and enduring relationships with peers and customers. leaders and service delivery teams. This is a full-time remote position.
Responsibilities:

• Establish and maintain positive customer and stakeholder relationships. Address all customer issues effectively and efficiently; address quality control issues within the delivery teams and be a liaison between the customer, service delivery teams and the account management team 
• Manage engagement lifecycle in an organized and transparent manner 
• Define and manage engagement scope 
• Identify and document key stakeholders  
• Conduct Change Management activities consistent with customer requirements 
• Maintain and publish project budgets and forecasts 
• Publish key documentation for stakeholder review and document deliverable approvals 
• Document and maintain project milestones, milestone dates and dependencies 
• Conduct detailed action item tracking 
• Forecast finance and resource variances and trends throughout project lifecycle 
• Prepare and publish regular and ad-hoc status reports 
• Escalate execution risks and issues, coordinate remediation and resolution 
• Schedule and maintain calendars for internal and customer meetings 
• Prepare and publish meeting notes 
• Review and approve timesheets 
• Manage contractor lifecycle including onboarding, management and offboarding  
• Ensure contract terms and conditions are met 
• Work with internal and customer procurement teams to ensure invoice schedules are met 
• Identify process improvement opportunities; propose continuous improvement recommendations 
• Support sales teams in identification of new business opportunities and support Statement of Work writing 
• Write / document standard operating procedures to enhance / further define the engagement management lifecycle 

Required Skills:

• 5-7 years experience with technical project management 
• 5-7 years experience with assisting in managing technical professional services customer engagements 
• Demonstrated customer service experience 
• Large scale enterprise experience 
• Proficiency with Microsoft Suite including Outlook, Word, Excel, PowerPoint and Visio 
• Excellent communication skills 
• Self-starter, ability to take initiative  
• Advisory skills on improvement opportunities and leading practices suggestions 
• Organization skills and attention to detail 
• Good collaboration skills both with technical peers and business partners 
• Ability to effectively partner with vendor resources 
• Ability to conduct diplomatic conflict resolution 
• Good documentation skills to create project management deliverables and project management standard operating procedures 
• Comfortable with dynamic environment and changing requirements 
• Comfortable with using multiple desktops to support customer environments 
• Ability to act with a sense of urgency and providing white glove (very important person) services to the customer 
• Proficiency with Jira for task tracking 
• Expertise with Microsoft Excel
• Microsoft Project experience 

Preferred Skills:

• PMP Certification 
• Microsoft Project experience 
• Familiarity with cyber security concepts and technical domains 

 
Required Education:

• Bachelor's degree (BA/BS) from four-year college or university; or equivalent training, education, and work experience

EEO Statement:
Hybrid Pathways is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, or veteran status.