Lead a dedicated team of seven engineers focused on enhancing the customer service associate experience by addressing and resolving usability issues across various codebases. This role is pivotal in managing a unique "fix-it" mechanism, involving monthly problem intake, capacity planning, cross-team collaboration, and reporting to senior leadership. Drive improvements to the associate workspace architecture, contributing to future AI-assisted experiences.

Own the end-to-end "fix-it" mechanism, from monthly intake with product and senior leadership to engineer-led estimation, delivery, and readiness checks.

Facilitate embedded execution, ensuring your engineers seamlessly integrate with owning teams, adhere to their standards, and improve codebases.

Hire, develop, and retain a diverse team of software engineers. Establish and maintain high standards for design, code quality, testing, and documentation.

Cultivate strong relationships with engineering managers across multiple teams. Negotiate effectively to resolve design disputes and manage release windows.

Measure and report on key metrics such as fixes shipped, associate impact, and mechanism health to senior leadership quarterly.

Empower your team by removing blockers, making critical scope decisions, and ensuring transparent stakeholder communication.

A minimum of 7 years in engineering, with at least 3 years in engineering team management.

Extensive experience (8+ years) in defining and developing multi-tier web services.

Strong understanding of engineering practices and patterns across the full software development lifecycle, including coding standards, code reviews, source control, build processes, testing, and operations.

Proven experience partnering with product or program management teams.

Demonstrated ability in designing or architecting new and existing systems, focusing on design patterns, reliability, and scalability.

Experience communicating effectively with users, technical teams, and senior leadership to gather requirements, present technical designs, and discuss product strategy.

Skilled in recruiting, hiring, mentoring, and managing software engineering teams to foster skill development and effectiveness.