Experienced Full Stack Senior Manager/Director - Customer Centric Engineering

At arenaflex, we're on a mission to revolutionize the way businesses interact with their customers. As a seasoned leader, you'll play a pivotal role in driving our customer-centric engineering initiatives, ensuring that our customers receive the highest level of service and support. If you're passionate about delivering exceptional customer experiences and have a proven track record of leading high-performing teams, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions that empower businesses to connect with their customers in a whole new way. Our cloud-based platform is designed to help companies across every industry blaze new trails and achieve their goals. We're committed to creating a workforce that reflects society through inclusive programs and initiatives, and we're proud to be an Equal Employment Opportunity and Affirmative Action Employer.

Job Summary

As a Senior Manager/Director - Customer Centric Engineering, you'll be responsible for leading a team of CCE Availability engineers to achieve objectives, including the attainment of 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 the attainment of 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
• 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
• 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 customer-centric engineering team
• 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

• Excellent communication and interpersonal skills
• Ability to think critically and solve complex problems
• Strong analytical and problem-solving skills
• Experience working in a fast-paced, dynamic environment
• Strong understanding of cloud computing technologies and architectures
• Familiarity with Agile development methodologies and principles

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including:

• Leadership development programs
• Technical training and certification programs
• Mentorship and coaching programs
• Opportunities for career advancement and professional growth

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced work environment that values innovation, collaboration, and customer satisfaction. We're committed to creating a workplace that's inclusive, diverse, and supportive of our employees' needs. Our company culture is built on our core values of:

• Customer obsession
• Innovation
• Collaboration
• Inclusion
• Trust

Compensation, Perks, and Benefits

arenaflex offers a competitive salary and benefits package, including:

• Base salary: $200,800 to $334,600
• Incentive compensation
• Equity
• Benefits, including health insurance, retirement savings, and paid time off
• Opportunities for professional growth and development

How to Apply

If you're passionate about delivering exceptional customer experiences and have a proven track record of leading high-performing teams, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job