Experienced Full Stack Customer Centric Engineering Leader – Hybrid Work Model

At arenaflex, we're on a mission to revolutionize the way businesses interact with their customers. As a seasoned leader in Customer Centric Engineering, you'll play a critical role in driving our success by ensuring the continued satisfaction of our large customer base. We're seeking an exceptional individual to join our team and lead our CCE Availability engineers in achieving objectives, including targets for resolution time and customer satisfaction.

About arenaflex

arenaflex is a global leader in the software industry, empowering businesses to connect with their customers in a whole new way. We're committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, and inclusive benefits. Our cloud applications handle billions of transactions every single day for 100,000+ companies who demand high quality, responsiveness, and predictability.

Job Summary

As a Sr. Manager/Director - Customer Centric Engineering, you'll be responsible for leading a team of CCE Availability engineers to achieve objectives, including targets for resolution time and customer satisfaction. You'll be accountable for the success of the team, providing coaching, mentorship, and support to help them develop professionally and achieve their delivery goals. You'll also build relationships with teams across the organization, including software engineering, site reliability, infrastructure, and Customer Support.

Responsibilities

- Lead a team of CCE Availability engineers to achieve objectives, including targets for resolution time and customer satisfaction. - Be accountable for the success of the team, providing coaching, mentorship, and support to help them develop professionally and achieve their delivery goals. - Build relationships with teams across the organization, including software engineering, site reliability, infrastructure, and Customer Support. - Be an ambassador for Customer Trust and drive accountability through influence. - Quarterback highly visible, critical technical escalations ensuring timely and complete resolution. - Lead cross-functional efforts to solve for the root cause. - Inspire trust and confidence in arenaflex when communicating with customers. - Drive cross-departmental critical initiatives identified in partnership with various stakeholders such as Technical Support, Software Engineering, and Infrastructure.

Requirements

- 8+ years of experience in product management, software engineering, technical support, or a similar technical role. - 3+ years of people management experience. - The ability to apply a wide range of managerial tools to ensure that individuals and teams are organized, motivated, and informed. - Deep empathy for the customer mindset; think customer-first and effectively prioritize and escalate customer issues as required. - Outstanding interpersonal skills conducive to collaboration and building bridges across organizational boundaries, including at the executive and C-level. - Ability to thrive in a dynamic, fast-paced environment where you must execute at both the strategic and tactical level, and have fun while doing what it takes to get things done! - Familiarity with the database, application, and network technologies used in Cloud Computing (e.g., knowledge of network topologies and devices, database concepts and SQL, multi-tenancy). - BA/BS Degree (or equivalent) in a technical field.

Preferred Qualifications

- Experience working in a global SaaS-based engineering or technical support organization. - Leadership experience in a team that has successfully implemented customer-centric initiatives. - Strong understanding of software engineering, technical escalation procedures, and the key drivers of customer satisfaction. - Experience working with cross-functional teams to solve complex technical issues.

Skills and Competencies

- Strong leadership and management skills, with the ability to motivate and develop a team of engineers. - Excellent communication and interpersonal skills, with the ability to build relationships with teams across the organization. - Ability to analyze complex technical issues and develop effective solutions. - Strong problem-solving skills, with the ability to think critically and creatively. - Experience working in a fast-paced, dynamic environment, with the ability to prioritize and manage multiple tasks and projects. - Strong understanding of cloud computing technologies and architectures.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Sr. Manager/Director - Customer Centric Engineering, you'll have opportunities to: - Develop your leadership skills and experience in a global SaaS-based engineering or technical support organization. - Work with cross-functional teams to solve complex technical issues and develop effective solutions. - Collaborate with teams across the organization to build relationships and drive customer satisfaction. - Participate in training and development programs to enhance your skills and knowledge. - Take on new challenges and responsibilities as you grow and develop in your career.

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced work environment, with a strong focus on customer satisfaction and employee development. We offer a hybrid work model, combining remote work with time in our office, to provide flexibility and work-life balance. Our company culture is built on our core values of trust, customer success, innovation, and equality, and we're committed to creating a workforce that reflects society.

Compensation, Perks, and Benefits

arenaflex offers a competitive salary and benefits package, including: - A base salary of $200,800 to $334,600, depending on location, level, job-related knowledge, skills, and experience. - Incentive compensation and equity opportunities. - Comprehensive benefits package, including health, dental, and vision insurance, 401(k) matching, and paid time off. - Opportunities for professional development and career growth. - A dynamic and fast-paced work environment, with a strong focus on customer satisfaction and employee development.

Conclusion

If you're a seasoned leader in Customer Centric Engineering, with a passion for driving customer satisfaction and employee development, we want to hear from you! Apply now to join our team and take the first step towards a rewarding new role at arenaflex. Apply for this job