Engineering Manager – Servicing & Fulfillment

This is a fully remote position, open to applicants in California.

📋 Description

• People Development & Mentorship: Actively mentor and coach a team of engineers to promote their professional growth through tailored development plans, consistent one-on-ones, and constructive feedback mechanisms.

• Technical Excellence & Oversight: Offer technical direction and architectural guidance for event-driven, service-oriented systems that facilitate claim servicing, refunds, exchanges, and reverse logistics, ensuring the team produces scalable, maintainable, and high-quality software.

• Product Partnership: Work in close collaboration with Product Managers, Designers, and Operations leaders to outline the roadmap for claim servicing and fulfillment, converting business needs into technical specifications, and ensuring the team delivers value and addresses the right challenges related to post-purchase customer experiences.

• Delivery & Execution: Take ownership of the complete delivery process for intricate features and projects by leveraging Agile methodologies and an AI-native software development lifecycle (SDLC) to maintain a consistent shipping schedule while balancing speed, quality, and operational impact.

• Culture: Foster a high-trust, collaborative environment where engineers feel empowered to take risks, express ideas, and achieve results, with a strong sense of ownership concerning the reliability and usability of our post-purchase processes.

• AI Adoption & Innovation: Lead the strategic integration of AI within the team by advocating for an AI-native SDLC and collaborating with product teams to define and implement AI-native product functionalities.

• Operational Excellence: Enhance the team’s operational standards—including on-call rotations, incident response, monitoring, alerting, and automated testing—to ensure the reliability, performance, and accuracy of claim fulfillment processes.

• Process Optimization: Consistently assess and refine engineering workflows (e.g., planning, solution design, CI/CD pipelines, code review processes, sprint planning) to eliminate bottlenecks, increase developer productivity, and uphold quality.

• Stakeholder Communication: Act as the main communication liaison for the team, effectively managing expectations with leadership and cross-functional partners regarding timelines, tradeoffs, risks, and resource allocation.

⛳️ Requirements

• Over 10 years of experience in software development, including the construction and operation of production systems in high-volume transactional environments (e.g., e-commerce, payments, logistics, insurance, or post-purchase/claims flows).

• More than 3 years of experience in an Engineering Leadership role (Manager, Director, or equivalent) with direct responsibility for managing engineers and overseeing delivery for a team or product area.

• Profound understanding of service-oriented and microservice architectures, with hands-on experience in designing event-driven systems that prioritize reliability, observability, and data integrity across distributed services.

• Familiarity with cloud-native and serverless architectures and infrastructure as code, preferably on AWS (e.g., Lambda, API Gateway, DynamoDB, SQS/SNS, Kafka, CDK or similar).

• Proven ability to collaborate with Product, Design, and Operations teams to define roadmaps and deliver impactful features in complex business landscapes.

• Successful history of building, nurturing, and leading high-performing engineering teams, including responsibilities related to hiring, performance management, and mentoring across various experience levels.

• Experience utilizing AI/LLM-based tools within engineering teams, along with a capability to thoughtfully apply AI to operational and customer-facing processes.

• Strong cross-functional collaboration skills, with the ability to effectively engage with stakeholders in Operations, Merchant Success, Risk/Fraud, to balance customer experience, operational efficiency, and financial results.

• Highly developed interpersonal and communication abilities, with a knack for bridging the gap between technical and non-technical audiences, clearly explaining tradeoffs, and building consensus.

• Experience in promoting a culture of quality and operational excellence (testing strategies, CI/CD, on-call protocols, incident management, service level objectives) in systems handling financial transactions, shipping, or customer entitlements.

• Proactive leadership style: adept at navigating uncertainty, identifying new opportunities, and driving initiatives from concept to execution.

• Capacity to lead and support engineers working remotely across different locations and time zones.

🏝️ Benefits

• Competitive salary based on experience, along with comprehensive medical, dental, and vision benefits.

• Equity in a rapidly growing early-stage startup.

• Generous and flexible paid time off policy.

• 401(k) plan with financial guidance from Morgan Stanley.