Manager, Engagement Management (NYC)

Description

Grab your cape, become a SuperHyro!

Hyro, the leading Agentic Care Communications platform, enables health systems to safely automate workflows and conversations across their most valuable platforms, services, and channels-including call centers, websites, SMS, mobile apps, and more. Hyro's customers, which include Baptist Health, Hackensack Meridian Health, Tampa General Hospital, and Inova Health System, benefit from AI agents that are fully HIPAA-compliant, fast to deploy, easy to maintain, and simple to scale-generating better conversations, successful patient outcomes, and revenue-driving insights.

What are we looking for?

We are seeking an experienced, people-first Manager to lead our team of Engagement Managers (EMs), who own the post-sale lifecycle, deployment, and ongoing success of our AI agents for enterprise healthcare organizations.

In this role, you will set the standard for how Hyro delivers. You’ll be the first-line manager for the EM team. You’ll own coaching, one-on-ones, performance, escalations, and delivery metrics and KPIs. You’ll also be the first-level escalation point when a project or client relationship needs a steady hand. You’ll work closely with Account Management, Solution Architecture, Product, and Engineering to make sure the EM team has what it needs to win and deliver successful projects. This position reports to the Head of Delivery.

Responsibilities

• Lead and grow a team of Engagement Managers, including hiring, coaching, and performance management, and allocate projects and accounts based on capacity, complexity, and customer priority
• Own team-level KPIs across the portfolio, including on-time delivery, time to go-live, account health, and customer satisfaction
• Oversee complex enterprise implementations from kickoff to live deployment, reviewing project plans, milestones, and risks, and stepping in to unblock delivery when needed
• Serve as the escalation point for high-stakes client situations, leading executive conversations, managing scope changes, and turning at-risk accounts around
• Build and continuously improve delivery playbooks, project templates, and health-tracking processes to drive consistency, efficiency, and scale
• Work closely with Solution Architects, Engineering, and Product to align on resourcing, scope, and technical priorities, and bring structured customer feedback into the product roadmap
• Provide clear reporting on delivery status, portfolio health, and risks to the Head of Delivery and leadership
• Own team-level metrics such as time-to-live, on-time delivery, account health, CSAT, and retention. Report on them to leadership and turn them into improvements
• Own, maintain, and develop templates in project management tools

Requirements

• 5+ years of experience in engagement management, implementation, professional services, or client-facing project management, with a proven track record of delivering enterprise projects
• 2+ years of experience directly managing a team of engagement managers, implementation managers, or project managers in a B2B SaaS environment.
• Strong people leadership: experience hiring, coaching, and developing individual contributors into a high-performing team
• Experience owning portfolio-level delivery and account health metrics, and using data to drive decisions
• Experience creating playbooks and operational processes that scale a delivery function
• Ability to converse intelligently about complex technical solutions and coordinate effectively with solution architects and engineers. Strong command of project tools (e.g., Jira, Monday.com)
• Experience with SaaS offerings is required. Experience in healthtech, managing health system clients, or with conversational AI is a significant advantage.
• Excellent written and verbal communication skills, with the ability to convey value to both technical and non-technical audiences

This is a hybrid role, with at least three days per week in our NYC office. Applicants must be currently authorized to work in the United States on a full-time basis.

The salary range for this NY-based position is $150K – $180K annually OTE, exempt, and is based on experience, qualifications, and skills. Compensation for candidates outside New York may vary with local cost of labor.

Benefits & Perks

• Unlimited PTO, plus paid sick leave
• Company-wide long weekends every quarter
• Hybrid, dog-friendly NYC office
• Work from anywhere for up to 2 weeks per year
• Medical, dental and vision for you and your family
• 401(k) with company match
• MealPal subscription for monthly lunches
• Home office equipment coverage

Equal Opportunities

Hyro is proud to be an equal-opportunity employer. We hire talented people regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, military or veteran status, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local law.