Engagement Manager

Summary

Join Bird, a company committed to environmentally friendly transportation, as an Engagement Manager to lead operations and relationship management in Italy. You will be the primary contact for Bird’s key Fleet Manager partners, overseeing their onboarding, lifecycle management, and engagement strategy. The ideal candidate is action-oriented, collaborative, and focused on improving the Fleet Manager experience. You will identify opportunities for improvement, codify insights, and advocate for enhancements. Working cross-functionally, you will ensure alignment and drive strategic initiatives supporting operational excellence and partnership success. This role requires strong relationship-building skills, experience in account management, and proficiency in Excel and Google Suite.

Requirements

• Bachelor’s or Master’s degree
• 1+ year of experience in account management or customer-facing roles
• Experience in vendor and third-party logistics (3PL) communications
• Proven success in process-driven environments with a focus on continuous improvement
• Proficient in Excel and Google Suite; SQL knowledge is a plus
• Strong emotional intelligence with the ability to influence, de-escalate, and collaborate across teams
• Excellent verbal and written communication skills in English and Italian ; additional languages are a plus
• Willingness to travel up to 30%

Responsibilities

• Maximize revenue per FM at an optimized operational cost, by determining vehicle allocation strategies, recommending terminations, and determining / executing strategies to drive FM metric improvement
• Build strong relationships with top performing FMs through consistent outreach, communication, and support, preventing FM churn. Provide support and keep FMs motivated. Liaison of market or business priorities changes
• Ensure timely onboarding of new FMs, including ensuring training completion and arranging for vehicle pick-up, ensuring we hit our ramp plan targets
• Manage / Improve damage metrics, ensuring FM damage vehicles stays below target and they maximize the number of ready vehicles on the streets
• Develop SOPs and other project documentation to standardize and replicate best practices for FM coaching
• Collaborate in cross-functional projects to accelerate the success of the business
• Collect input / feedback from FMs, understand their pain points and bottlenecks and translate those into product / process improvements to help them succeed. Collaborate with other Bird internal teams to deliver these improvements

Benefits

• We want people to succeed at Bird, so we give our teams plenty of time off to relax and recharge
• We also offer a work-from-home stipend plus a new resource to help support personal and professional development—all the goods needed to move on our mission together