Manager, Engagement Management (NYC)

Hyro•New York, NY

2d•$150,000 - $180,000•Hybrid

About The Position

Hyro is seeking a people-first Manager to lead its team of Engagement Managers, who own the post-sale lifecycle, deployment, and ongoing success of AI agents for enterprise healthcare organizations. The manager will be the team’s first-line leader, setting delivery standards and overseeing coaching, one-on-ones, performance, escalations, delivery metrics, and KPIs. The role also serves as the first-level escalation point for complex projects and client relationships, working closely with Account Management, Solution Architecture, Product, and Engineering to support successful delivery. This position reports to the Head of Delivery. The role is hybrid, with 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; compensation for candidates outside New York may vary based on local labor costs.

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 experience managing a team of 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, with 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 and grow a team of Engagement Managers, including hiring, coaching, and performance management; 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 stepping in to unblock delivery when 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 drive consistency, efficiency, and scale.
Work with Solution Architects, Engineering, and Product to align 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.