Manager, Engagement Management (NYC)

Hyro•New York, NY

2d•Hybrid

About The Position

Hyro is seeking an experienced, people-first manager to lead its Engagement Manager team, which owns the post-sale lifecycle, deployment, and ongoing success of AI agents for enterprise healthcare organizations. The manager sets delivery standards and serves as the EM team’s first-line manager, overseeing coaching, one-on-ones, performance, escalations, and delivery metrics and KPIs. This role is also the first-level escalation point for projects or client relationships that need intervention. The manager works closely with Account Management, Solution Architecture, Product, and Engineering to enable successful delivery. Responsibilities include leading and growing the EM team; allocating projects and accounts; overseeing complex enterprise implementations; managing high-stakes client situations; improving delivery processes and tools; and reporting on delivery status, portfolio health, and risks. This position reports to the Head of Delivery. This is a hybrid role requiring at least three days per week in Hyro’s NYC office. Applicants must be currently authorized to work in the United States on a full-time basis. The salary range for this New York-based position is $150,000–$180,000 annually OTE, exempt, based on experience, qualifications, and skills. Compensation outside New York may vary with local cost of labor.

Requirements

At least 5 years of experience in engagement management, implementation, professional services, or client-facing project management, with a proven track record delivering enterprise projects.
At least 2 years of direct management experience leading engagement managers, implementation managers, or project managers in a B2B SaaS environment.
Experience hiring, coaching, and developing individual contributors into a high-performing team.
Experience owning portfolio-level delivery and account health metrics and using data to make decisions.
Experience creating playbooks and operational processes that scale a delivery function.
Ability to discuss complex technical solutions intelligently and coordinate effectively with solution architects and engineers.
Strong command of project management tools such as Jira or Monday.com.
Experience with SaaS offerings.
Excellent written and verbal communication skills, including the ability to convey value to technical and non-technical audiences.
Currently authorized to work in the United States on a full-time basis.

Nice To Haves

Experience in healthtech, managing health system clients, or working with conversational AI is a significant advantage.

Responsibilities

Lead, hire, coach, and manage the performance of a team of Engagement Managers, developing individual contributors into a high-performing team.
Allocate projects and accounts based on capacity, complexity, and customer priority.
Own team-level portfolio KPIs, including on-time delivery, time to go-live, account health, customer satisfaction, and retention; report results to leadership and use them to drive improvements.
Oversee complex enterprise implementations from kickoff through live deployment by reviewing project plans, milestones, and risks, and intervening to unblock delivery as needed.
Serve as the escalation point for high-stakes client situations, lead executive conversations, manage scope changes, and turn around at-risk accounts.
Build and continuously improve delivery playbooks, project templates, and health-tracking processes to improve consistency, efficiency, and scale.
Coordinate with Solution Architects, Engineering, and Product on resourcing, scope, and technical priorities, and bring structured customer feedback into the product roadmap.
Provide the Head of Delivery and leadership with clear reporting on delivery status, portfolio health, and risks.
Own, maintain, and develop templates in project management tools.