Engagement Management Lead

The shift from traditional software to AI is one of the most important transitions of our time, and the frontier AI labs driving it depend on Scale to do it. As an Engagement Management Lead on Scale's Generative AI team, you'll operate at the center of our most strategic frontier-lab relationships — serving as a trusted, operationally grounded thought partner to the world's leading AI research teams. You will also directly oversee account management and growth strategy for the customers to which you’re assigned.

You'll build deep relationships with GenAI researchers and other key customer contacts, navigate challenging conversations with confidence rooted in operational knowledge, and earn new work by driving exceptional customer success. The strongest EM Leads are naturally empathetic and excel at building long-term relationships through diligent problem solving and thoughtful, strategic discussion.

You won't run data pipelines yourself — you own the customer relationship end to end, translate research needs into complex human-data programs, partner closely with the operations, engineering, and ML teams who execute them, and think strategically about how to sustainably grow Scale’s GenAI business. The ideal candidate pairs a technical foundation with proven judgment in high-stakes, client-facing settings.

What you’ll do:

• Own a portfolio of complex, strategic Gen AI accounts with full accountability for customer success and commercial development.

• Build and maintain deep, trust-based relationships with frontier AI lab researchers and operations leads, serving as a thought partner across the project lifecycle from ideation to execution.

• Translate ambiguous customer requirements into well-defined human-data programs run by Scale's internal delivery teams.

• Navigate sometimes challenging customer conversations about quality, throughput, and delivery expectations with confidence and

Department: Gen AI Operations