Operations Manager

**Operations (Engagement) Manager**

**Title: Engagement Manager**

**Department: Engage**

**Reports to: Engage Lead**

If you’re seeing this, you’re probably an experienced Operations Manager. To avoid starting our relationship with a lie, we’d like to confess that the title of this role is actually “Engagement Manager.” And although the skillset of an EM and an OM are very similar, and we’ve found that OMs and SOMs have a great foundation to be successful in this role, the way that you’ll interact with clients (we call them partners) and agents (we call them teammates) is very different. And you’ll either love it (and probably be a great fit) or hate it (it’s ok, we’re not for everyone).

As an Engagement Manager, your main responsibility will be building and maintaining strong relationships with both teammates and partners, helping them succeed TOGETHER. In this role, partners are not your superiors and teammates are not subordinates; instead, you'll use your expertise in coaching, communication, and problem-solving to facilitate open dialogue, align objectives, and foster a collaborative environment where both parties work together effectively, supporting each other in achieving their individual goals.

**Position Summary**:
The Engagement Manager (EM) is responsible for building and maintaining strong relationships with members, ensuring their satisfaction and success. Both partners (clients) and teammates (agents) are considered “members” of the Go2 ecosystem. EMs work closely with members to set and achieve goals, provide coaching and support, and address any challenges or issues that may arise. The EM plays a vital role in driving member engagement and contributing to the organization's overall success.

**Principal Duties and Responsibilities**:
Build and maintain strong relationships with members, fostering trust and collaboration through regularly scheduled meetings.

Work with members to set and achieve SMART goals, providing coaching and support throughout the process.

Be invested in the growth and development of teammates by identifying skill and behavioral development opportunities.

Identify and address any challenges or issues that may arise in the user relationship, collaborating with other departments as needed

Ensure partners see value and are satisfied with teammates’ performance and contributions, using data and metrics to identify opportunities for improvement and growth with their assigned teammates

Monitor teammate progress, using data, metrics and contributions to identify opportunities for improvement and growth through regularly scheduled performance reviews.

Participate in regular 1:1 meetings with the Engage Lead to discuss progress, set goals, and receive support and guidance

Contribute to the development and implementation of strategies to improve efficiency and productivity within the Engage department

Maintain up-to-date knowledge of coaching techniques, tools, industry trends, and user needs to ensure the highest quality of support is provided

**Knowledge, Skills, and Abilities**:
Knowledge:

- Coaching techniques and best practices
- Understanding of member needs and goals
- Familiarity with industry trends and developments

**Skills**:

- Strong communication (both verbal and written)
- Active listening and empathy
- Problem-solving and critical thinking

Abilities:

- Relationship building and management
- Adaptability and flexibility
- Ability to work independently and as part of a team

**What Does Success Look Like**:
A successful Engagement Manager effectively supports their members in setting and achieving their goals, resulting in high levels of member engagement and satisfaction. They proactively identify and address any challenges or issues and continuously seek opportunities for improvement and growth. They maintain strong relationships with their members and collaborate effectively with their colleagues and Engage Leads. The success of an Engagement Managers can be measured through:

- Member satisfaction and engagement levels
- Achievement of member goals and milestones
- Retention of members
- Positive feedback from members, partners, and teammates
- Contributions to the overall success and growth of the organization

**Salary**: $500,000.00 - $700,000.00 per month

Application Question(s):

- As you can probably tell from the job description, Go2 is very different in approach and culture from your typical BPO or call center setup. Why do you feel that we're a good fit for you, and you are a good fit for us?