Engagement Director

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and uphold documented engagement methodologies, which encompass frameworks, playbooks, templates, and standards for deliverables.

• Convert methodology into scoped client engagements with clearly defined scope and deliverable structure.

• Enhance delivery efficiency and scalability through internal processes and AI-driven tools.

• Contribute to product and service offerings that align with the needs of credit unions and promote responsible AI adoption.

• Manage strategic partner relationships, including partner management models, roles, quality standards, and deliverables.

• Ensure partners are accountable for timelines, budgets, SOW commitments, and the quality of deliverables.

• Coordinate internal team members, fractional experts, and external partners into cohesive engagements.

• Act as the primary day-to-day relationship and engagement owner for credit union clients.

• Cultivate trusted long-term partnerships with credit union executives and teams.

• Facilitate the onboarding of new credit union clients to ensure a seamless engagement experience.

• Gather and synthesize client feedback to guide service priorities and strategic direction.

• Monitor and report on client satisfaction and delivery quality.

• Lead program and project management for advisory and technical engagements.

• Oversee project plans, timelines, milestones, deliverable tracking, and stakeholder communications.

• Manage engagement lifecycles from finalizing scope and contracts, including MSAs and SOWs, to delivery and project closure.

• Proactively identify and address risks, blockers, and changes in scope.

• Deliver engagements on time, within scope, and to high-quality standards.

• Provide program and project management support for internal initiatives.

• Supervise engagement billing and coordinate invoice processing and financial reporting.

⛳️ Requirements

• A Bachelor’s degree in Business Administration, Finance, Operations Management, Communications, or a related field, accompanied by a minimum of 7 years of progressive experience in client relationship management and program/project management; OR a High School Diploma or equivalent with at least 10 years of progressive experience in client relationship management, operations, and/or program/project management.

• Experience in a consulting firm, agency, or professional services environment managing intricate multi-workstream client engagements.

• Proven experience managing third-party partners, vendors, or subcontractors delivering client-facing work, including scoping, quality control, and performance management.

• Demonstrated experience in creating engagement methodologies, frameworks, playbooks, templates, or delivery standards that are adopted by others.

• Experience managing SOWs, service agreements, or client contracts.

• A successful track record of managing multiple complex client relationships and engagements simultaneously.

• Preferred experience within credit unions, community financial institutions, CUSOs, retail/mortgage/commercial banking, fintech, or the broader financial services industry.

• Exceptional ability to build relationships with senior executives and stakeholders.

• Strong grasp of program and project management principles, tools, and practices.

• Capability to direct and hold accountable individuals who do not report directly to you.

• Keen attention to deliverable quality, timelines, and operational enhancements.

• Excellent written and verbal communication skills.

• Basic understanding of AI concepts and tools.

• Proficiency with CRM platforms, project management tools, Claude, ChatGPT, Copilot, Gemini, and Microsoft Office.

• Ability to create and manage AI workflows.

• Skill in synthesizing data, engagement feedback, and operational metrics into actionable insights.

• Ability to balance competing priorities, manage ambiguity, and perform effectively in a fast-paced startup environment.

• A motivated self-starter with strong judgment and initiative.

• Strong executive functioning, low ego, warmth, professionalism, empathy, curiosity, organization, resilience, and adaptability.

🏝️ Benefits

• Flexible remote work arrangement.

• Travel opportunities of up to 25% for client engagement kickoffs, executive readouts, and industry events.

• Opportunities for professional development and continuous learning.

• Commitment to an equal opportunity and inclusive work environment.