Global Head of AI-Driven Customer Engagement & Delivery

Ema; San Francisco (CA); Hybrid; USD 190,000 - 280,000; Full time

Job summary

Ema is seeking a Head of Customer Engagement in the San Francisco Bay Area. You will lead and scale the global CEM team, anchor flagship accounts, and turn delivery best practices into the operating system for the function.

You are the senior delivery operator, responsible for the metrics, governance, and end-to-end customer outcomes across enterprise deployments, with 12+ years in enterprise delivery and 4+ years leading teams.

Qualifications

• 12+ years in enterprise delivery, including professional services, implementation, or delivery leadership.
• 4+ years leading customer-facing delivery teams.
• Experience shipping AI/automation/workflow systems to production for enterprise customers.

Responsibilities

• Lead, coach, and scale the global Customer Engagement team across regions.
• Anchor delivery for flagship accounts and ensure go-live-to-value delivery.
• Codify delivery methodologies, playbooks, and adoption/realization patterns.
• Own portfolio metrics and report to the executive team.
• Decide delivery economics, capacity planning, and partner engagement with global SIs.
• Be the senior face of Ema delivery to customer executives and manage escalations.

Skills

Enterprise delivery

Team leadership

AI/Automation delivery

Enterprise software

Job description

Ema is seeking a Head of Customer Engagement in the San Francisco Bay Area. You will lead and scale the global CEM team, anchor flagship accounts, and turn delivery best practices into the operating system for the function.

You are the senior delivery operator, responsible for the metrics, governance, and end-to-end customer outcomes across enterprise deployments, with 12+ years in enterprise delivery and 4+ years leading teams.