Scale is growing rapidly, and joining the International Public Sector team is an opportunity to work on one of the most exciting teams at Scale. This team is responsible for generating, executing, and fostering Scale’s work with governments and government-backed entities outside of the United States. There are four core types of work involved:
- Developing custom AI applications
- Building custom LLMs
- Providing high-quality training data for research and government institutions building LLMs
- Developing partnerships to foster regional talent growth and AI adoption
As the Head of Engagement Management, you’ll be accountable for leading and establishing customer relationships, driving revenue, hitting service level agreements, and maintaining quality standards. You will interface with our clients and connect them with our engineering and operations teams. You have a strong interest in how we can apply models to specific use cases and leverage data to produce high-quality results. You have a strong bias toward action and finding repeatable, scalable ways to ensure we continually deliver and don’t mind getting into the weeds and doing individual contributor work. You have a track record of managing customers, setting expectations, and ensuring customer satisfaction. You are naturally empathetic and excel at building long-term relationships through diligent problem solving and thoughtful, strategic discussions. Within Scale, you will work cross-functionally with the operations, product management, engineering, and sales teams. Additionally, you will lead a team of engagement managers and be responsible for the team’s progress and outcomes.
The ideal candidate is customer-driven, analytical, empathetic, outcome focused, and above all, someone who drives and inspires results.
You will:
- Implement, build and manage a process and operating cadence to ensure successful delivery of custom AI applications and LLMs for the client
- Help understand the client’s pain points and challenges and ensure the AI application delivered addresses those needs
- Review, track and improve operational performances and be obsessed with continuous improvement
- Explain technical product capabilities to a potentially untechnical audience
- Manage the long-term health of the customer by preemptively identifying customer concerns and proposing solutions that solve customer needs
- Create an effective feedback loop to facilitate collaboration between customers and Scale’s product, operations, and engineering teams
- Build, manage, and develop a team of engagement managers
Ideally you'd have:
- Proficiency in Arabic, both written and spoken
- 7+ years of total work experience, with experience in consulting, account management, business operations, or technical program management roles
- A leadership engagement management role at a large consulting firm
- A proven track record in client facing roles and expanding client relationships
- Great cross-functional experience and collaborative ability
- A history of diligence and organization across multiple work streams with a bias toward process improvement
- Excellent verbal and written communications with an ability to explain technical concepts to potentially nontechnical customers
- A track record of structured, analytics-driven problem solving with an action-oriented mindset that balances creative problem solving with the scrappiness to ultimately deliver results
- Experience with reading SQL and/or another database language
- Prior experience with AI
PLEASE NOTE: Our policy requires a 90-day waiting period before reconsidering candidates for the same role. This allows us to ensure a fair and thorough evaluation of all applicants.
About Us:
At Scale, we believe that the transition from traditional software to AI is one of the most important shifts of our time. Our mission is to make that happen faster across every industry, and our team is transforming how organizations build and deploy AI. Our products power the world's most advanced LLMs, generative models, and computer vision models. We are trusted by generative AI companies such as OpenAI, Meta, and Microsoft, government agencies like the U.S. Army and U.S. Air Force, and enterprises including GM and Accenture. We are expanding our team to accelerate the development of AI applications.
We believe that everyone should be able to bring their whole selves to work, which is why we are proud to be an affirmative action employer and inclusive and equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability status, gender identity or Veteran status.
We are committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at accommodations@scale.com. Please see the United States Department of Labor's Know Your Rights poster for additional information.
We comply with the United States Department of Labor's Pay Transparency provision.
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