Manager, Engagement

We are seeking a dynamic and experienced **Manager of Engagement Managers**to lead our growing team across Brazil and the broader LATAM region. This role is responsible for ensuring project success, managing escalations, and building strong partnerships with Sales, Solution Architects, and other stakeholders to deliver exceptional outcomes. In addition to overseeing regional delivery, this leader will help shape and drive enterprise-level initiatives that improve processes, methodologies, and scale our business globally.

Key Responsibilities

**Team Leadership & Development**
- Lead, coach, and develop a team of Engagement Managers in Brazil and LATAM.
- Foster a culture of accountability, collaboration, and continuous learning.
- Provide mentoring, performance feedback, and career development support to direct reports.
- Ensure EMs are trained and proficient in **enterprise delivery methodologies**(e.g., PMP, Agile, ITIL, hybrid frameworks).

**Regional Business Ownership**
- Own and manage project portfolio performance for Brazil and LATAM, including forecasting, quarterly target tracking, and regular reporting to leadership.
- Ensure successful delivery and overall health of regional engagements, with a focus on enterprise customers.
- Drive operational excellence through project governance, methodology adoption, and delivery consistency.

**Customer Success & Escalation Management**
- Serve as the primary escalation point for Engagement Manager-led projects in Brazil and LATAM.
- Partner with cross-functional teams to resolve issues quickly while ensuring an exceptional customer experience.
- Build trusted relationships with executive stakeholders across key enterprise accounts.
- Provide oversight and guidance for EMs managing complex or high-risk projects.

**Cross-Functional Partnerships**
- Collaborate with Solution Architects to scope, define, and structure customer engagements.
- Partner with Sales teams to align customer expectations, drive successful implementations, and identify growth opportunities.
- Ensure seamless collaboration between regional Engagement Managers and global Professional Services functions.

**Global & Regional Initiatives**
- Contribute to and co-lead **global Engagement Manager programs**that improve service delivery processes, tools, and operational efficiency.
- Represent Brazil and LATAM in global strategy discussions, ensuring regional needs are addressed.
- Drive adoption of **enterprise program management practices**across the EM team.

**Travel Requirement**
- Willingness to travel **25-35% across Brazil and LATAM**, with occasional global travel as needed, to meet customers, support delivery, and participate in leadership initiatives.

**Requirements**:

- Portuguese and English required. Spanish also as preferred.
- Proven experience managing and leading **Engagement Managers or project delivery teams**in Brazil or LATAM.
- Demonstrated success in achieving and exceeding project delivery and revenue-related goals.
- Strong background in managing customer escalations, risk, and executive stakeholder relationships.
- Experience implementing and overseeing **enterprise methodologies**(PMP, ITIL, Agile, hybrid delivery models).
- Excellent Portuguese and English communication skills; Spanish a plus.
- Ability to balance customer outcomes, team capacity, and financial goals in a dynamic environment.
- SaaS, software, or technology delivery experience strongly preferred.
- Comfortable operating in a **fast-paced, high-growth, global environment**.

**Where We Work**
Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

**The intelligent heart of customer experience**

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of