Operations Manager(Engagement Manager)

Found in: beBee jobs US - 2 weeks ago

Columbia, South Carolina, United States GO2 Full time

**Title: Engagement Manager

Location: Remote

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

Job Type: Full-time

GO2 focuses on SaaS, E-Commerce, Outsourcing, and Digital Marketing. Their company has offices in Philadelphia. They have a large team that's between employees.

You can view their website at

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