Senior Manager, Engagement Management in London

At Optimizely, we're on a mission to help people unlock their digital potential. We do that by reinventing how marketing and product teams work to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our fully SaaS, fully decoupled, and highly composable solution. We are proud to help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands. Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech.

At our core, we believe work is about more than just numbers -- it's about the people. Our culture is dynamic and constantly evolving, shaped by every employee, their actions and their stories. With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the "One Optimizely" spirit, emphasizing collaboration and continuous improvement, while fostering a culture where every voice is heard and valued. Join us and become part of a company that's empowering people to unlock their digital potential!

The Manager, Engagement Management (M3) is a senior project leadership role responsible for integrating four key project management disciplines to deliver effective onboarding across EMEA. Main areas include:

• PM People Leadership: Lead and develop Engagement Managers, fostering growth and collaboration across locations.
• Strategic Delivery & Program Oversight: Own the delivery framework and provide guidance for complex customer programs.
• Direct Project/Portfolio Delivery: Contribute to project and portfolio management when necessary to ensure high standards and consistent results.
• PMO Governance & Operational Excellence: Shape project operations, ensure consistent execution, and promote scalable processes through robust governance and methodologies.

This position is crucial for maintaining consistency and excellence in project management, ensuring reliable outcomes throughout the customer onboarding portfolio across the UK, Germany, Amsterdam, and Dhaka. The role requires significant SaaS project management experience, strong cross-functional leadership, and a focus on building high-performing teams and systems.

Job Responsibilities

• Lead & Develop PM Teams (≈80%): Coach, mentor, and manage a distributed team; support career development, internal mobility, and skills specialization. Oversee capacity planning and workload balancing; ensure PMs maintain appropriate utilization and accurate forecasting. Establish operational cadence, including finance, project hygiene, Jira/Kantata hygiene, time management, and holiday approvals. Drive upskilling in project management methods (Agile/Waterfall/Hybrid); ensure robust use of PM practices. Implement consistent risk management, change control, RAID logs, stakeholder management, and scope control. Promote continuous improvement and transformation initiatives; facilitate cross-training and share best practices. Accelerate time-to-value, improve project progression, achieve high CSAT scores, and reduce new-hire ramp-up times.
• Direct Customer Project Engagement (≈20%): Lead high-impact onboarding projects from sales handoff to go-live, managing scope, risk, timelines, and stakeholder expectations. Act as executive escalation point, communicating effectively with technical and non-technical stakeholders. Promote adoption and drive project value using key tools such as Microsoft Teams, Salesforce, Kantata, Zendesk, Jira, Clickup, and Gainsight.
• Cross-functional & Regional Collaboration: Partner with Sales, CSMs, Product, Engineering, Strategy Consultants, and Solution Architects to deliver structured onboarding programs tailored for Optimizely One and regional needs. Champion high-quality project scoping and support service expansion. Experience in developing and managing complex project plans is essential.
• PMO Excellence — Methodology, Tooling, Templates, Continuous Improvement: Own and refine delivery methodologies to suit SaaS onboarding (Agile/Hybrid/Waterfall). Advance portfolio-level reporting, health scores, capacity dashboards, and PM standards. Ensure every project uses consistent readiness, go-live, acceptance criteria, onboarding phases, and exit frameworks. Lead improvement cycles, including retrospectives, root-cause analysis, PM training, and repeatable frameworks. Standardize and enhance usage of ClickUp/Kantata, templates, workflows, and automation.

Knowledge And Experience

• 7+ years of project management and strategic delivery experience, with 4-5 years in a PM lead or managerial role within SaaS/PaaS and global client environments.
• PMP, PMQ, or PRINCE2 certification required.
• Advanced knowledge of Optimizely’s products, especially Opal and core platforms.
• Expertise in requirements discovery and complex project planning; mastery of Agile, hybrid, and Waterfall methodologies.
• Executive-level communication skills; ability to translate technical and business concepts for all audiences.
• Strong project team advocacy; confident in influencing and negotiating for optimal outcomes.
• Proven cross-functional collaboration (Sales, Engineering, Marketing, Product).
• Technical fluency in artificial intelligence (AI), including implementing and managing AI-driven solutions and integrating AI into project workflows.
• Experience in scoping and selling project-based services is highly valued.
• Excellent problem-solving, critical thinking, and analytical skills; resilient under shifting priorities.
• Technical fluency in Experimentation, A/B testing, CMS, cloud, B2B/B2C commerce, and web technologies (HTML/CSS/JavaScript).
• Proficiency with tools: Microsoft Teams, Salesforce, Kantata, Copilot, Clickup, Zendesk, Jira, Gainsight.
• Willingness to travel up to 25%.
• Outstanding verbal and written English; clear, concise, and influential communication is essential.
• Bachelor’s degree strongly preferred or equivalent experience.

Education

• Associate's degree w/ experience or BS w/o experience

Competencies

• Delegating Responsibility
• Prioritizing and Organizing Work
• Resolving Conflict
• Teaching
• Working with Financial Information

Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.