Head of Engagement Management

Join Grok Global Services as Head of Engagement Management

Delivering a consistent, supportive experience for Grok’s Program Officers worldwide

Reports to: AVP, Global Solutions

Location: Global Remote (Open to candidate worldwide)

About Grok

Grok Global Services is a leading global organisation dedicated to the international education sector. Headquartered in the U.S. with offices across 8 regions, Grok partners with over 80 top-ranked institutions, including members of the Russell Group, Australia’s Go8, and the U.S. Top 150, delivering two core services: dedicated in-market staffing through our Program Office model, and digital marketing services to grow their online presence and digital activities in key education markets.

With a team of 300+ professionals operating globally, our growth is fast-paced, our work is meaningful, and our culture is collaborative and mission-driven.

Position Summary
Grok’s Program Officers work at the heart of universities’ international ambitions. Based in key markets around the world, they recruit students, develop partnerships and build the relationships that connect institutions with global opportunities. Grok supports their success through a network of Engagement Managers, who provide professional guidance, practical support and a connection to the wider Grok community.

As Head of Engagement Management, you will provide functional leadership to our global team of Engagement Managers and shape the future of the function. Bring your ideas and experience to build their confidence, capability and effectiveness as managers, enabling them to help Program Officers thrive and deliver high-quality, impactful work for the universities they represent.

Working across Grok's management team, you will turn that ambition into action: coaching Engagement Managers, establishing and maintaining effective frameworks, processes and standards, and driving improvements in the support Program Officers receive. You will combine global perspective with practical leadership, creating consistency across markets while responding to the people and circumstances that make each one different.

Key Responsibilities

Global Standards and Service Quality

• Establish and maintain common frameworks, processes and standards for Engagement Management across markets.
• Work with regional leaders to ensure these standards are understood, applied consistently and remain practical as Grok’s Program Officer network grows.
• Assess the effectiveness of the function through Program Officer feedback, the quality and consistency of management support, and appropriate capacity and coverage.
• Use feedback and experience across regions to identify recurring issues and prioritise improvements.
• Balance global consistency with local circumstances, client expectations and the requirements of individual roles.Program Officer Wellbeing and Support
• Ensure Engagement Managers provide an approachable and reliable source of guidance and support for Program Officers.
• Promote a working environment in which Program Officers feel comfortable raising concerns and seeking assistance.
• Provide senior guidance to managers on complex or sensitive matters, exercising discretion and involving HR where appropriate.
• Work with regional leaders, HR and Client Success to coordinate responses to matters involving Program Officer support, employment and client expectations.

Performance and Client Delivery

• Ensure Engagement Managers support Program Officers effectively in meeting the expectations of their roles and the institutions they represent.
• Strengthen the quality of management feedback, helping managers provide clear expectations, recognise effective work and address challenges constructively.
• Partner with Client Success and regional leaders to resolve matters affecting Program Officer effectiveness or service quality.

Leadership and Coaching of Engagement Managers

• Provide functional leadership to Engagement Managers, setting shared priorities and clear expectations in collaboration with regional directors.
• Coach managers in exercising sound judgement, handling challenging conversations and applying Grok’s management standards.
• Work with regional directors to assess the effectiveness of Engagement Managers and provide targeted guidance where needed.
• Encourage managers to share experience and effective practice across countries.
• Build alignment and accountability within a matrix structure, influencing colleagues without relying on direct reporting authority.

Capabilities and Experience

• Bachelor’s degree required;
• Master’s degree preferred.Demonstrated leadership experience in international higher education, professional services or a related sector, together with a strong understanding of universities’ international activity and the realities of representing institutions overseas.
• Experience leading managers or overseeing teams across multiple countries or regions.
• A strong track record in people management, staff wellbeing and supporting effective performance.
• Experience coaching managers and handling complex or sensitive staff matters with discretion and sound judgement.
• Demonstrated ability to establish and maintain practical processes and standards, and help teams apply them consistently.
• Ability to lead within a matrix structure, build relationships and influence colleagues and senior stakeholders.
• Strong commercial and operational judgement, with an understanding of client commitments, service boundaries and business requirements.
• High levels of cultural awareness, adaptability and interpersonal effectiveness.

Who would this role suit?

• An experienced people leader who understands international education and the realities of representing institutions overseas.
• Someone who enjoys helping managers succeed and improving the support colleagues receive across countries.
• Someone who enjoys bringing clarity and structure to complex work, combining a broad perspective with close attention to detail.
• A leader comfortable guiding managers across countries and cultures, including where there is no direct reporting relationship.
• Someone who handles sensitive situations with empathy, discretion and sound judgement.
• Someone who combines care for staff wellbeing with clear expectations and an understanding of client and business needs.

Why Join Grok?

At Grok, we combine professionalism with warmth. We care deeply about what we do and how we do it. You’ll join a team that celebrates wins, supports each other, and thrives on building meaningful partnerships across borders.

Work Arrangement and Structure:

This is a single headcount vacancy. While LinkedIn requires us to map this posting to a single system location (United States), we are seeking one candidate who can be based remotely worldwide. If the successful candidate is hired in a country where Grok maintains an established local entity/office, a hybrid work arrangement will apply. Otherwise, the role operates on a 100% remote basis. Multiple hires will not be made.

To learn more about Grok, please visit us at our website: https://grokglobal.com/ and by following us on LinkedIn: https://www.linkedin.com/company/grokglobal/