Job Summary

The Executive Engagement Manager (EEM) is a senior role within the Managed Services Operations organization, accountable for the operational health, governance, and execution of enterprise Managed Services engagements. This position serves as the primary operational and technical interface between enterprise customers and internal delivery teams, ensuring services are delivered consistently, predictably, and in alignment with contractual commitments and customer objectives.

The EEM owns onboarding, service stabilization, SLA performance, escalation management, and continuous operational improvement for complex enterprise environments. The role is execution-focused and delivery-oriented, providing operational leadership and accountability across Managed Services.

This role is foundational to maintaining high-quality service delivery, reducing churn driven by operational issues, and ensuring Managed Services performs as a trusted long-term partner.

Role & Responsibilities

Managed Services Operations Ownership

• Own the end-to-end operational lifecycle for assigned enterprise Managed Services customers
• Lead service onboarding, stabilization, and steady-state operations
• Ensure consistent delivery aligned to SLAs, KPIs, and contractual obligations
• Act as the accountable owner for operational outcomes and service performance

Service Governance & Execution

• Establish and lead operational governance cadences, including service reviews and performance reporting
• Monitor service health across infrastructure, systems, and support operations
• Drive continuous service improvement through standardization, process optimization, and corrective action
• Ensure operational readiness during transitions, migrations, and major changes
• Escalation & Risk Management
• Serve as the primary owner for operational escalations
• Lead cross-functional incident and issue resolution efforts
• Identify systemic risks and drive preventative mitigation strategies
• Provide calm, structured leadership during high-impact incidents or service disruptions

IT & Operations Alignment

• Translate customer operational requirements into executable service delivery plans
• Coordinate closely with engineering, support, infrastructure, and platform teams
• Ensure internal teams clearly understand service scope, responsibilities, and priorities
• Maintain alignment between customer expectations and delivered services
• Executive Operational Engagement
• Interface with customer executives on service performance, operational risk, and delivery status
• Present clear, fact-based updates focused on execution, stability, and improvement—not commercial outcomes
• Ensure transparency, accountability, and trust through disciplined communication

Success Criteria

Measurement Approach

The Executive Engagement Manager is considered successful when:

• Managed Services engagements demonstrate increasing stability, predictability, and operational maturity
• Customers experience clear ownership and accountability for service delivery and escalations
• Executive stakeholders express confidence in Managed Services governance and execution
• Operational risks are identified early and addressed proactively
• Service delivery enables retention, adoption, and growth through execution excellence
• Internal delivery teams operate with clarity, alignment, and reduced friction

KPIs are evaluated qualitatively and trend-based, appropriate for a new role

• Emphasis is placed on progress, maturity, and consistency, not absolute targets
• Success is assessed through customer confidence, operational outcomes, and leadership feedback
• Metrics evolve over time as the role and Managed Services organization mature

What we offer

• Generous pay with bonus structure
• Independent environment without a lot of red tape where you are empowered to make decisions
• Substantial benefits package that includes:

• Full suite of medical coverage with A+ carriers, Dental, and Vision with strong employer contributions
• Additional voluntary coverage available for Pets, Identity Theft Protection, Accident & Critical Illness
• Wellness plan that includes credits to premiums and employer contributions towards the savings plan of your choice
• Access to EAP and concierge services
• Pre-paid legal at no cost
• Abundant time off that includes paid holidays, floating holidays, your birthday off, a volunteer day, and discretionary time off (DTO)
• Employee stock purchase plan
• Learning and development opportunities galore
• Tuition reimbursement
• And much more!

• Winning culture, inclusive environment, and friendly people all over the world
• A remote-friendly organization, with colleagues working remotely either part or full-time 

As a culture first organization, being together is how we learn and grow. We come together in-person at least 3 days for collaboration, support, and to have some fun. Where there is no physical location, we give all our employees an equal cultural experience through a remote setting.