Вакансия для мок-интервью в подкаст Собес (автор и ведущая: Кира Кузьменко)

Responsibilities

Workato is looking for a Director for Customer Centric Engineering to build and lead a team that delivers Customer satisfaction by solving technical customer escalations fast and champions trust strategy throughout the company. The customer-centric engineering (CCE) team will be directly responsible for lowering the MTTR for customer reported issues. The CCE leader will lead the initiative to build the required set of product tools, frameworks, process workflows, and hire a software engineering team.

As a Director for Customer Centric Engineering**,** you will be responsible for the success and well-being of a team of software engineers. You should be passionate about developing your direct reports while driving the results. You know how to delegate effectively, providing context and support and letting creativity flourish. You will build close relationships with your management peers and our key partners in Support, Site Reliability, and Product Engineering. You will lead strategic initiatives and exert influence across organizational boundaries in the name of Customer Trust.

To be successful in this role, you should have leadership experience in a SaaS-based development and engineering organization, managing software engineers and or technical escalation. This candidate should have a proven ability to engage with internal stakeholders to instill confidence in technical resolution plans and should possess exceptional communication skills.

You will also be responsible to:

• Manage a global 24x7 organization of leaders and software engineers to achieve objectives including the attainment of targets for resolution time and service levels
• Find, hire and retain the best technical talent
• Be accountable for the success of direct reports, providing coaching, mentorship and support to help them develop professionally as well as achieve their delivery goals
• Build relationships with teams across the organization, including Platform Engineering, SRE, Infrastructure, and Support
• Quarterback highly visible, critical technical escalations ensuring prompt and complete resolution. Lead cross functional efforts to solve for the root cause
• Inspire trust and confidence in Workato when communicating with stakeholders
• Guide the team in continuously improving as it grows, from maintaining a high bar for hiring, to restructuring as needed, to building and maintaining relationships with other teams across the company
• Drive cross departmental strategic initiatives identified in partnership with various stakeholders such as Platform Engineering, SRE, Infrastructure, and Support
• Ensure clear organizational priorities which are aligned with departmental and company goals
• Influence Product and Engineering team to continuously improve supportability and usability of Workato product and platform
• Build tools & frameworks to speed up issue resolution and improve MTTR metrics

Requirements

Qualifications / Experience / Technical Skills

• BS/MS Degree in Computer Science, Computer engineering, Information systems or equivalent