.**Operations (Engagement) Manager****Title: Engagement Manager****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 neededEnsure 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 teammatesMonitor teammate progress, using data, metrics and contributions to identify opportunities for improvement and growth through regularly scheduled performance reviews