Director of Engagement Managers - Clariti

Join Clariti's mission to provide governments with exceptional experiences so they can do the same for their communities.

About the Role

Reporting to the Head of Professional Services, the Director of Engagement Managers (Principal Engagement Manager) is Clariti's most senior client-facing delivery leader: a recognized thought leader, trusted executive advisor, and force multiplier for the broader Professional Services organization. Operating at the expert level across all competency pillars, you will define how implementations are delivered, shape scaling frameworks, and mentor delivery talent. While this is an individual contributor strategic delivery role rather than people management, you will leverage your experience to influence and develop the team.

Key Responsibilities

Strategic Delivery Leadership

• Own the end-to-end delivery of Clariti's most complex, highest-visibility engagements, managing project governance, schedules, budgets, milestones, and success criteria across concurrent implementations.
• Articulate clear delivery vision and strategic priorities to align cross-functional teams, including Implementation Consultants, Delivery Architects, Technical Account Managers, Product, and Engineering.
• Continuously improve Clariti's repeatable delivery frameworks, structured retrospectives, and customer feedback loops, pioneering innovative solutions across the Professional Services organization.
• Proactively anticipate risks and crises, devising and executing contingency plans and managing project scope changes with high autonomy.

Executive Advisory & Stakeholder Management

• Serve as a trusted strategic advisor to senior client stakeholders, including mayors, CIOs, department directors, and agency heads.
• Lead recurring executive steering committees and check-ins, connecting project progress directly to city and citizen outcomes.
• Anticipate stakeholder agendas and objections, deploying proactive engagement strategies to align competing motivations.
• Navigate complex stakeholder dynamics across regions, functions, and organizational levels.

Delivery Excellence & Quality

• Champion a delivery culture grounded in structured, data-backed metrics and storytelling connected to tangible government outcomes.
• Design delivery team organizational systems, resource models, delegation frameworks, and review cadences.
• Apply advanced process improvement principles to deploy sustainable delivery initiatives and drive defect reduction.
• Implement rigorous quality control processes and validate impact through structured performance reviews.
• Prioritize and balance resourcing across concurrent engagements to ensure delivery timelines and team health.

Organizational Learning & Knowledge Leadership

• Build city personas, engagement playbooks, and scalable frameworks that translate project insights into organizational learning and product feedback.
• Act as the voice of the customer in cross-functional strategy discussions with Product, Engineering, Sales, and Leadership.
• Mentor and develop delivery talent (Principal ICs, Lead ICs, and Engagement Managers) through coaching and modeled behavior.
• Author and distribute internal playbooks, guides, and frameworks that scale Clariti's delivery capabilities.

Reporting & Cross-Functional Contribution

• Provide regular executive reporting and strategic updates to the Director of Implementation and COO on portfolio performance and risks.
• Support senior leadership through planning cycles and presentations for large-scale programs requiring cross-functional alignment.
• Identify new business opportunities that support broader company objectives based on deep customer insights.

Qualifications

• 12+ years of experience leading and delivering enterprise or government transformation engagements in SaaS, professional services, or civic tech.
• Demonstrated track record managing high-risk, multi-stakeholder engagements end-to-end, including turnaround situations.
• Recognized delivery methodology thought leader who has designed and owned operational frameworks at scale.
• Deep expertise in project management and agile methodologies applied to complex public-sector implementations.
• Strong data literacy with the ability to define success metrics and present data-backed narratives to executive audiences.
• Proven capability to manage portfolio-level budgets, cost tracking, margin analysis, and resource trade-offs.
• Ability to travel approximately 30-40% across the United States and Canada.

Bonus Points

• Experience with Salesforce-based platforms or GovTech/civic tech ecosystems.
• Familiarity with government service delivery, permitting, or licensing workflows.
• Experience managing System Integrator (SI) partner relationships on joint delivery initiatives.
• Background in organizational change management (Prosci, ADKAR, or equivalent).
• Experience applying AI tools to enhance implementation workflows and delivery efficiency.