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 platformsExposure to generative AI, machine learning and large data projects and the communication of generative AI concepts and processesExpertise 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 + EnglishResponsibilities: Lead the standardization of onboarding, change management and training processed for Generative AI content platforms, ensuring seamless adoption across brand, regional and market teamsAlign 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 journeysDevelop 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-usersWorking with the Delivery Manager, medical content writers and Data Science team members to run training sessions for initial handovers of new rolloutsSystematically 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 suggestionsDocument 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 roadmapTranslate validated user needs into well-defined user stories and feature requests, collaborating directly with Product and Delivery Managers to prioritize the backlogBuild 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.