Engagement and Support Manager

Requirements:

• 5+ years of experience in delivery, project management, change management, onboarding or user support roles within marketing, content, and/or technology domains.
• Experience in enterprise marketing, content and/or document management platforms
• Exposure to generative AI, machine learning and large data projects and the communication of generative AI concepts and processes
• Expertise with tools such as Jira and Confluence.
• Proven track record of successful stakeholder management and cross-functional collaboration.
• Solid understanding of process management, workflows, and documentation best practices.
• Exceptional organizational skills with the ability to manage multiple projects simultaneously.
• Strong analytical and problem-solving skills, with a focus on driving solutions and improvements.
• Excellent communication and interpersonal skills, with the ability to translate technical concepts into actionable insights for non-technical stakeholders.
• Self-starter with a proactive mindset, capable of working independently and leading initiatives with minimal supervision.
• Passionate about technology, marketing, and delivering exceptional user experiences.
• Comfortable working in a fast-paced, matrixed environment with competing priorities.
• Can clearly and compellingly communicate complex technical and regulatory concepts to diverse audiences.
• Have a genuine passion for solving user problems and acting as their tireless advocate.
• Polish + English

Responsibilities:

• Lead the standardization of onboarding, change management and training processed for Generative AI content platforms, ensuring seamless adoption across brand, regional and market teams
• Align progress with the Delivery Manager, and address challenges proactively to meet deadlines and exceed stakeholder expectations.
• Collaborate with project teams to track milestones using tools like Jira and Confluence.
• Act as a primary contact for internal stakeholders, ensuring their needs are identified during onboarding and delivery phases.

Support Process Management & Workflows:

• Design and execute a multi-faceted user adoption strategy, creating role-specific learning journeys
• Develop a comprehensive library of training and support materials, including interactive in-app tutorials, "compliant prompting" playbooks, microlearning videos, and live workshops.
• Facilitate a regular and open Q&A channel for end-users
• Working with the Delivery Manager, medical content writers and Data Science team members to run training sessions for initial handovers of new rollouts
• Systematically analyze user behavior and platform analytics to identify friction points and deploy targeted interventions to guide users toward greater value.
• Establish and manage a structured, multi-channel feedback loop to capture a continuous stream of user sentiment and suggestions
• Document workflows and best practices using Confluence to ensure long-term scalability and knowledge sharing.

Product and Technology:

• Synthesize qualitative user feedback with quantitative usage data to create clear, evidence-based reports that influence the product roadmap
• Translate validated user needs into well-defined user stories and feature requests, collaborating directly with Product and Delivery Managers to prioritize the backlog
• Build strong relationships with cross-functional teams (e.g., Product, Marketing, IT, Compliance, and Procurement) to align objectives and priorities.
• Work closely with technology and Data Science teams to troubleshoot issues and optimize system performance.
• Understand the solution at a deep level to be able to answer level-one queries from end-users and demo features to users when needed.