Role Summary
Engagement Managers are the on-scene leaders who run our projects day to day. You'll guide cross-functional pods through a rigorous, evidence-driven problem-solving processfrom first principles to a converged solutionensuring recommendations are correct, practical, relevant, and cohesive. The role blends strategic thought leadership with hands-on command of technical and operational details. You will own a portfolio P&L, manage Project Managers, and personally quarterback key enterprise accounts end-to-end.
- Location: Mumbai (primary) with client travel.
- Org: Reports to Enterprise Delivery Head.
- Direct reports: 26 Project Managers.
Key Responsibilities (KRAs)
- Delivery ownership: Lead multi-workstream enterprise programs from scope to scale; establish stage gates, RAID logs, change control, risk visibility, and cross-team dependency management.
- P&L management: Plan and track portfolio revenue, costs, utilization, and delivery margin; partner with Finance on billing, acceptance, and collections; course-correct to
- protect economics.
- Client leadership: Build executive trust, run QBRs with KAM/CSM, maintain account roadmaps and stakeholder maps; translate outcomes (e.g., containment, FCR, conversion uplift) into delivery plans.
- Quality & reliability: Enforce release and incident standards (post-deployment gate, RCA discipline, recurrence prevention); raise documentation and communication quality across the pod.
- People leadership: Manage and coach PMs on estimation, negotiation, stakeholder management, written comms, and data-informed decisions; set clear OKRs and operating rituals.
- Expansion enablement: With KAMs/Pre-Sales/S&I, turn delivered value into new use cases, geographies, or lines of business; prepare scope packages that are accurate and delivery-ready.
How Success Is Measured (directional KPIs)
- Delivery reliability: Timely milestones, disciplined scope/change control, clear risk/issue management, and predictable execution.
- Financial health: Consistent portfolio forecasting, healthy delivery margins, purposeful utilization, and disciplined spend.
- Client impact: Positive executive feedback, QBR rhythm maintained, demonstrable value realization that supports expansion.
- Quality: Stable releases without critical regressions, swift incident response and resolution, decreasing defect escape over time.
- Team health: PM growth, hiring quality, low unmanaged attrition, and strong cross-functional collaboration.
Ideal Candidate Profile
Core experience
- 6+ years in program/engagement management or strategy-led delivery at a top-tier consulting firm or in B2B AI/SaaS leading complex enterprise programs.
- Demonstrated ownership of portfolio P&L and delivery outcomes across multiple work streams.
- Comfortable bridging strategy and executionfrom crafting business cases to running day-to-day delivery governance.
Problem solving & analytics
- Structured, hypothesis-driven thinker who converts ambiguity into measurable plans.
- Strong analytical fluency (financial models, funnel/telemetry analysis, capacity/utilization, variance analysis).
Communication & stakeholder leadership
- Outstanding written and verbal communicationexec updates/QBRs, crisp emails, clear Jira tickets and RCAs.
- Earns trust with senior stakeholders; negotiates scope and navigates escalations with composure and options.
- Fluent in English.
Education Qualification
- Postgraduate or advanced degree from a top academic program (MBA/Engineering/Analytics or equivalent).
Ideal Mindset
- Initiative + creativity: proactive at spotting risks/opportunities and crafting sensible, novel approaches when needed.
- Team-first leader: respectful collaborator who elevates PMs, Engineers, and CS/Support partners; high standards with coaching.
Nice-to-have domain fluency
- Experience with Conversational AI solutions, Generative AI projects, analytical tools and experimentation.
- Familiarity with CCaaS/telephony (SIP/dialers), APIs/integrations, security reviews, partner-led programs (e.g., AWS).
Tools Knowledge
- Project management: Jira/Confluence (or equivalents).
- Productivity & analytics: PowerPoint/Google Slides, Excel/Google Sheets (pivoting, modeling), BI tools (Metabase/PowerBI/Looker).
- Comfortable working with engineering on dashboards and evidence links.
