Engagement Manager

Levata•Louisville, KY

36d

About The Position

The Engagement Manager is responsible for overseeing and ensuring the successful, ongoing execution of customer programs. This role focuses on building and maintaining strong client relationships, monitoring service performance, and driving continuous improvement to meet or exceed customer expectations. The Engagement Manager will collaborate closely with internal teams, customers, and leadership to ensure all aspects of program delivery are executed to the highest standards.

Requirements

Minimum of 3 years of relevant experience in program or project management.
Strong verbal, written, and presentation skills with the ability to communicate at all levels.
Proven problem-solving abilities with a process-oriented and analytical approach.
Ability to work effectively both independently and as part of a team.
Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
Excellent organizational skills, attention to detail, and ability to manage multiple priorities.
Experience meeting tight deadlines in a dynamic work environment.

Nice To Haves

Bachelor’s degree preferred

Responsibilities

Oversee program execution and deliverables for assigned customer contracts and programs
Maintain a strong understanding of customer-related Statement of Works (SOWs) and contracts
Monitor and track contracted service levels to ensure compliance and performance
Establish a regular cadence of customer interactions including meetings, reporting, and reviews
Serve as the primary point of contact for customers and internal teams regarding program service performance, issues, and escalations
Track and manage RAID (Risks, Actions, Issues, and Decisions) items related to customer programs
Create and maintain reporting cadence for program performance monitoring
Perform data analysis and identify trends to optimize customer program outcomes.
Manage the customer Quarterly Business Review (QBR) process.
Oversee change requests and updates to ongoing support workflows
Provide escalation support and guidance for internal teams
Identify opportunities for service delivery improvement and operational efficiency.
Track and report time against customer contracts for accurate billing and resource planning.
Provide backup coverage for other Program Managers as needed.
Collaborate with Sales to identify new opportunities with existing customers.