Engagement Manager, APAC

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

📋 Description

• Establish and expand the Engagement function, including its processes and operating model.

• Create a framework for the contributor lifecycle that encompasses onboarding, activation, deployment, engagement, retention, and reactivation.

• Develop scalable engagement programs, playbooks, workflows, service standards, and operational procedures.

• Identify and define engagement KPIs, contributor health metrics, utilization measures, and retention indicators.

• Assess and implement tools, systems, and automation for community engagement and contributor communications.

• Oversee the continual engagement of the global freelance contributor community.

• Create communication frameworks, lifecycle campaigns, community initiatives, segmentation strategies, and re-engagement campaigns.

• Monitor community health, collect contributor feedback, and enhance participation, loyalty, retention, and community value.

• Serve as the escalation point for contributor concerns and engagement issues.

• Collaborate with Operations and Project Management to allocate qualified contributors to projects.

• Manage freelancer assignments across various areas, including AI data, annotation, transcription, evaluation, content moderation, and related projects.

• Track workforce availability, readiness, utilization, skills, language capabilities, certifications, and project history.

• Forecast workforce requirements based on project demand, client pipelines, and contributor availability.

• Develop programs for retention, redeployment, reactivation, workforce planning, and lifecycle analytics.

• Act as a liaison between Sourcing, Delivery, Project Management, Quality, Operations, and Product teams.

• Provide insights, reporting, and strategic recommendations regarding the workforce to stakeholders.

• Build the structure of the Engagement team, including hiring plans, training materials, procedures, and knowledge resources.

• Initially function as a hands-on individual contributor leader, later transitioning responsibilities to new team members.

• Coach and mentor future Engagement personnel while establishing performance metrics and service standards.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• Proven experience managing freelance, contractor, crowdsourcing, gig, or contingent workforce communities.

• Background in workforce operations, community management, talent operations, recruitment operations, contributor management, or project staffing environments.

• Experience in building, developing, or scaling operational functions, programs, or workforce initiatives.

• Strong stakeholder management skills and the ability to collaborate effectively across multiple functions.

• Familiarity with workforce data, reporting, analytics, and performance metrics.

• Exceptional communication, relationship-building, and influencing capabilities.

• Strong planning, organizational, and problem-solving skills.

• Ability to balance strategic planning with hands-on operational execution.

• Capacity to thrive in a fast-paced, project-driven environment with shifting priorities.

• Preferred: experience within AI data services, data annotation, machine learning, GenAI, crowdsourcing, BPO, or digital operations.

• Preferred: background in supporting large-scale global freelancer or contributor communities.

• Preferred: experience in establishing new operational functions, workforce programs, or community management teams from the ground up.

• Preferred: knowledge of workforce planning, capacity forecasting, resource allocation, and contributor lifecycle management.

• Preferred: experience collaborating closely with Project Management, Delivery, and Operations teams.

• Preferred: expertise in CRM, ATS, workforce management, community management, or contributor engagement platforms.

• Preferred: experience designing contributor lifecycle, engagement, activation, or retention strategies.

• Preferred: experience implementing community engagement tools, workforce communication platforms, or contributor experience programs.

• Preferred: advanced capabilities in analytics, reporting, and workforce planning.

🏝️ Benefits

• Remote work arrangement.