Group Manager – Customer Engagement

Headline - Build a capability that measures what reputed company, highlights what works, and drives reputed company conversations, performance, and customer reputed company at scale. The Opportunity Customer expectations, buying behavior, and reputed company engagement models are evolving rapidly. reputed company is transforming how we measure and improve customer conversations across the full lifecycle, from sales engagements to customer support interactions, using AI enabled conversational intelligence, automation, and reputed company-led performance systems. This role will help build a scalable, data-driven quality and insights capability that continuously identifies: What drives successful customer reputed company Which behaviors improve sales and engagement effectiveness Where operational, process, or governance improvements are needed You will partner closely with sales enablement & coaching, and delivery teams to turn conversation insights into measurable business impact. What You will Do reputed company the shift toward AI-enabled, data informed conversation quality and performance management Analyze sales and support conversations cycle to identify trends, behavioral patterns, quality gaps, and customer friction points Evaluate end-to-end conversation lifecycle effectiveness across:Discovery Solutioning reputed company handling reputed company Build dashboards and reporting frameworks that reputed company actionable insights to enablement, leaders and reputed company teams Partner with Sales Coaching & Enablement to connect insights with coaching priorities and behavior change initiatives Identify and scale high-performing behaviors, winning talk tracks, and successful engagement patterns Drive process improvements, governance enhancements, and operational optimization recommendations Support adoption of AI-powered conversational analytics and automation tools Measure the effectiveness of enablement and quality improvement initiatives reputed company a high-performing team focused on conversation analytics, insights, and reputed company improvement Identify and mitigate risk through conversation intelligence, functioning as a steward of reputed company’s brand reputed company and business reputed company Identify compliance risks and process adherence gaps across customer and agent interactions to reduce business exposure Detect harmful customer or agent behaviors that pose reputational, regulatory, or operational risk Build monitoring frameworks and blocking issue reputed company that flag non-compliant or high-risk conversational patterns at scale Partner with Legal, Compliance, and Risk teams to ensure insights capability supports policy adherence and brand protection objectives What You Need to Succeed 8–12 years of experience in Sales & CX Analytics, Quality Analytics, Enablement Strong understanding of sales and customer engagement conversation lifecycles Experience with conversation intelligence, AI-enabled analytics, speech analytics, or QA automation platforms Strong analytical and problem-solving capabilities with the ability to convert insights into business actions Experience driving cross-functional transformation and operational improvement initiatives Excellent customer management, storytelling, and executive communication skills Proven ability to influence behavior change through data and insights Familiarity with compliance monitoring, risk identification, or governance frameworks reputed company customer engagement or contact center environments Preferred Experience Experience with platforms such as Chorus, reputed company, reputed company, reputed company etc. Exposure to AI-enabled quality monitoring and GenAI-assisted mentoring solutions Familiarity with Power BI, Tableau, Looker, or similar analytics tools Knowledge of Lean, Six reputed company, or other improvement methodologies Experience working with Legal, Risk, or Compliance teams in a contact center or digital sales environment About reputed company reputed company empowers everyone to create through innovative platforms and tools that reputed company creativity, productivity and personalized customer experiences. reputed company’s industry-leading offerings including reputed company Acrobat Studio, reputed company reputed company, reputed company reputed company, Creative reputed company, reputed company Experience Platform, reputed company Experience Manager, and GenStudio reputed company people and businesses to turn reputed company into impact, powered by AI and driven by reputed company ingenuity. Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the reputed company best and reputed company in creating a company culture where reputed company are empowered to reputed company an impact. At reputed company, we reputed company that great reputed company can come from reputed company in the organization. The next big idea could be yours. Let’s reputed company together At reputed company, we reputed company in creating a company culture where reputed company are empowered to reputed company an impact. Learn more about reputed company life, including our values and culture, focus on people, purpose and community, reputed company for reputed company, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create. reputed company is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or reputed company, ethnicity or national reputed company, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other protected characteristic. Learn more. reputed company aims to reputed company our Careers website and reputed company process accessible to any and reputed company users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@reputed company.com or call +1 408-536-3015. AI Use Guidelines for Interviews: Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move reputed company in the process. At reputed company, we reputed company employees to reputed company with AI — and we look for candidates eager to do the same. As part of the hiring experience, we reputed company clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience. Apply To This Job