Head of Engagement Management

Grok Global Services

. Establish and maintain common frameworks, processes and standards for Engagement Management across markets .

Posted 10/16/2026full-timeUnited StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and people management skills within international higher education, focusing on establishing practical processes and standards while fostering a supportive environment for Program Officers. Exhibits high cultural awareness and adaptability to effectively influence stakeholders and manage complex situations.

Highest-signal resume keywords

Leadership ExperiencePeople ManagementCoaching ManagersCultural AwarenessMatrix Structure Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process EstablishmentStandard MaintenancePerformance SupportOperational JudgementClient Commitment Understanding

Soft Skills

Interpersonal EffectivenessAdaptabilityDiscretionJudgementRelationship Building

Certifications & Qualifications

Bachelor’s DegreeMaster’s Degree

Industry Keywords

International Higher EducationProfessional ServicesProgram OfficerEngagement ManagementClient Success

About the role

Key responsibilities & impact

Establish and maintain common frameworks, processes and standards for Engagement Management across markets
Work with regional leaders to ensure standards are understood, applied consistently and remain practical as the Program Officer network grows
Assess function effectiveness through Program Officer feedback, management-support quality and consistency, and capacity and coverage
Identify recurring issues and prioritise improvements using feedback and experience across regions
Balance global consistency with local circumstances, client expectations and individual-role requirements
Ensure Engagement Managers provide approachable and reliable guidance and support to Program Officers
Promote an environment where Program Officers feel comfortable raising concerns and seeking assistance
Provide senior guidance on complex or sensitive matters, involving HR where appropriate
Coordinate with regional leaders, HR and Client Success on Program Officer support, employment and client-expectation matters
Ensure Engagement Managers support Program Officers in meeting role and institutional expectations
Improve management feedback, expectations, recognition and constructive handling of challenges
Partner with Client Success and regional leaders to resolve matters affecting Program Officer effectiveness or service quality
Provide functional leadership, shared priorities and clear expectations to Engagement Managers
Coach managers on judgement, challenging conversations and management standards
Assess Engagement Manager effectiveness with regional directors and provide targeted guidance
Encourage sharing of experience and effective practices across countries
Build alignment and accountability within a matrix structure without relying on direct reporting authority

Requirements

What you’ll need

Bachelor’s degree required
Master’s degree preferred
Demonstrated leadership experience in international higher education, professional services or a related sector
Strong understanding of universities’ international activity and the realities of representing institutions overseas
Experience leading managers or overseeing teams across multiple countries or regions
Strong track record in people management, staff wellbeing and supporting effective performance
Experience coaching managers and handling complex or sensitive staff matters with discretion and sound judgement
Ability to establish and maintain practical processes and standards and help teams apply them consistently
Ability to lead within a matrix structure, build relationships and influence colleagues and senior stakeholders
Strong commercial and operational judgement, including understanding of client commitments, service boundaries and business requirements
High levels of cultural awareness, adaptability and interpersonal effectiveness

Benefits

Comp & perks

Professional, warm, collaborative and mission-driven culture
Team celebrations and mutual support
Meaningful partnerships across borders
Remote work arrangement; 100% remote where no established Grok local entity/office exists
Hybrid work arrangement where the successful candidate is hired in a country with an established Grok local entity/office