Experienced Engineering Manager - Customer Growth & Experience Job at Plaid (San Francisco)

Experienced Engineering Manager - Customer Growth & Experience

We build simple yet innovative consumer products and developer APIs that shape h...

Location

United States , New York

Salary:

264000.00 - 400000.00 USD / Year

Plaid

Expiration Date

Until further notice

Requirements

Experience managing a team composed primarily of Engineering Managers
Proven track record of working effectively with cross-functional partners (ideally outside of Eng/Product/Design as well)

Job Responsibility

Supporting the growth of a strong team of Engineering Managers and Senior ICs
Partnering closely with your product counterpart and cross-functional partners to serve CGX’s many internal stakeholders
Ensuring the area’s technical strategy is aligned with future product needs
Partner with your product counterpart to refine the area’s strategy and set short and long-term goals
Revising the organizational structure of your engineering teams over time as needed
Partnering with recruiting to fill key roles with top talent

What we offer

medical, dental, vision, and 401(k)

Fulltime

Senior Customer Success Manager

At Apollo GraphQL, we’re on a mission to empower developers by simplifying how s...

Location

United Kingdom

Salary:

Not provided

Apollo GraphQL

Expiration Date

Until further notice

Requirements

7+ years of experience in a technical, customer-facing role, such as Technical Project Manager, Customer Success Manager, Customer Success Engineer, Technical Account Manager, Professional Services Consultant, Service Delivery Manager, or Engagement Manager
Proven experience leading customer-facing project management and service delivery engagements
Strong ability to coordinate cross-functional teams, set milestones, and ensure execution
Skilled in partnering with Sales to drive customer adoption, expansion, and success by aligning service delivery with business goals and identifying growth opportunities
Experienced in working with software engineering teams as primary stakeholders, with a strong ability to engage senior engineering leaders and platform teams at large enterprises
Strong understanding of cloud-native software development, APIs, and web technologies
Experience managing high-value accounts and delivering a white-glove experience
Ability to drive measurable results and help customers achieve business outcomes
Exceptional interpersonal and communication skills, with the ability to build trust and influence decision-makers
Openness to occasional travel based on customer needs

Job Responsibility

Serve as the primary point of contact for Enterprise customers, orchestrating their entire journey once they become Apollo customers
Own product adoption for your accounts, working in close partnership with sales to co-pilot their success
Guide customers through a tailored, high-touch journey, helping them achieve meaningful milestones like moving a new team into production or solving governance challenges
Oversee service delivery engagements with professional services and solution architects, leading structured project execution, milestone tracking, risk management, and on-time delivery of customer initiatives
Regularly engage with customers to address their questions, align on goals, and connect them with the right resources for success
Translate technical solutions into tangible business value, showing customers how Apollo can generate revenue and reduce risks
Develop and maintain customer success plans, capturing goals, roadmaps, and strategies for long-term success
Facilitate cross-functional collaboration, ensuring technical and business leaders are engaged to drive execution and value realization
Advocate for customer needs within Apollo, ensuring they are prioritized across teams, while leading both short- and long-term customer engagements

What we offer

equity
benefits

Manager, Customer Support

As the Manager, Customer Support, you'll lead the leads—managing 3-5 offshore te...

Location

United States

Salary:

118200.00 - 139440.00 USD / Year

Babylist

Expiration Date

Until further notice

Requirements

5+ years of people management experience with at least 3+ years managing manager-level direct reports (team leads, supervisors, or shift managers) in customer support, service operations, or similar user-facing teams, ideally in a tech-forward or high-growth environment
Experience managing offshore teams in the Philippines or similar Asia-Pacific markets required, including managing teams working US business hours across significant time zones with cultural awareness and strong remote leadership practices
Available for flexible hours including early morning shift coverage, sometimes starting as early as 6am for team meetings, handoffs, and operational support
Proven operator who has owned team performance, designed workflows, and improved processes using data and user feedback
Experienced working with Zendesk for daily operations and using data visualization tools (Sigma, Tableau, or Looker) to monitor performance, analyze trends, and inform decision-making
Strong pattern recognition skills—able to identify recurring operational issues from support data, connect them to broader trends, and translate insights into actionable recommendations for product, marketing, and cross-functional teams
Skilled at guiding teams through significant change—new tools, new processes, new expectations—with clarity, empathy, and structured change management
Experienced at building mechanisms to track KPIs (CSAT, SLAs, productivity, cost per contact), measure user satisfaction, and drive continuous improvement
Clear communicator who provides context, sets expectations, and delivers direct, actionable feedback to managers and team members
Hands-on leader who can flex across levels: coaching individual contributors, developing leads, running daily operations, and contributing to cross-functional strategy

Job Responsibility

Lead and develop a team of 3-5 offshore customer support leads (manager-level reports) who oversee chat and email support operations across distributed teams
Provide early morning shift coverage and leadership presence, ensuring smooth handoffs and operational continuity across time zones
Establish clear expectations, KPIs (e.g., CSAT, first reply and resolution SLAs, productivity), and operating rhythms that improve team performance and user satisfaction
Build and maintain mechanisms that track key metrics, surface issues early, and support continuous improvement across processes and workflows
Identify patterns from day-to-day operations and user feedback, translating them into insights and recommendations for product, marketing, supply chain, and operations teams
Guide the thoughtful adoption of AI and automation, including creation and maintenance of knowledge systems and SOPs for both human agents and AI copilots
Partner with Product, Engineering, and Operations to escalate issues, share insights, and ensure support feedback shapes product and experience improvements
Own capacity planning, scheduling, and resource allocation to ensure coverage and performance during periods of rapid growth
Coach and develop support specialists and leads, creating accountability systems and growth paths that raise overall team capability
Champion the voice of the customer by surfacing trends, insights, and actionable feedback that inform product and business decisions

What we offer

Competitive salary with equity and bonus opportunities
Company-paid medical, dental, and vision insurance
Retirement savings plan with company matching and flexible spending accounts
Generous paid parental leave and PTO
Remote work stipend to set up your office
Perks for physical, mental, and emotional health, parenting, childcare, and financial planning

Fulltime

Manager, Product Engineering

The Canvas Logic and Execution (CLX) team manages the full platform lifecycle of...

Location

United States , New York City

Salary:

153000.00 - 270300.00 USD / Year

Braze

Expiration Date

Until further notice

Requirements

6+ years of relevant experience with a strong track record of success
2+ years managing high performing teams
Experienced technical leader with proven ability to drive adoption of engineering best practices (e.g., CI/CD, testing methodologies, performance monitoring)
Passionate about customer experience and product delivery
Calm, patient, considerate, compassionate, supportive, and inspiring leader
A self starter with great communication and strong organizational skills, able to manage competing priorities and multiple streams of work at once
Experience with agile processes and tools

Job Responsibility

Spearhead the Canvas Logic and Execution (CLX) team
Continually refine our platform based on user feedback and strategically expand its capabilities to support increasingly complex and personalized real-time workflows at massive scale
Establish and maintain best-in-class systems by contributing to the architecture, development, and optimization of our product
Drive your team's success by defining efficient processes, fostering engineers’ professional growth, and collaborating closely with the Product Manager and Designer to align team efforts with core product objectives

What we offer

Competitive compensation that may include equity
Retirement and Employee Stock Purchase Plans
Flexible paid time off
Comprehensive benefit plans covering medical, dental, vision, life, and disability
Family services that include fertility benefits and equal paid parental leave
Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
A curated in-office employee experience, designed to foster community, team connections, and innovation
Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
Employee Resource Groups that provide supportive communities within Braze

Fulltime

Manager, Product Engineering

The Ingestion Foundations team operates in a core, high-impact area of our produ...

Location

United States , New York City

Salary:

153000.00 - 270300.00 USD / Year

Braze

Expiration Date

Until further notice

Requirements

6+ years of relevant experience with a strong track record of success
2+ years managing high performing teams
Strong software engineering background, able to effectively mentor Senior Engineers and ensure high-quality technical decision-making
Experienced technical leader with strong and good opinions on product development practices
Passionate about customer experience and product delivery
Calm, patient, considerate, compassionate, supportive, and inspiring leader
A self starter with great communication and strong organizational skills, able to manage competing priorities and multiple streams of work at once
Experience with agile processes and tools

Job Responsibility

Lead the Ingestion Foundations team
Shape the future of our core data processing pipeline and its related products
Build and maintain best-in-class systems by helping architect, develop, and optimize our product
Own your team’s success by shaping its process, supporting engineers’ growth, and working closely with the team’s product manager and designer to keep team efforts on target for product goals

What we offer

Competitive compensation that may include equity
Retirement and Employee Stock Purchase Plans
Flexible paid time off
Comprehensive benefit plans covering medical, dental, vision, life, and disability
Family services that include fertility benefits and equal paid parental leave
Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
A curated in-office employee experience, designed to foster community, team connections, and innovation
Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
Employee Resource Groups that provide supportive communities within Braze

Director of Customer Experience

Location

United States , San Francisco; New York; Portland

Salary:

212600.00 - 295300.00 USD / Year

Mercury

Expiration Date

Until further notice

Requirements

Extensive experience leading and scaling large CX organizations in fast-growing, operationally complex environments (e.g., banking, fintech, loans, or financial software)
Track record of building CX organizations efficiently and effectively at scale, including 24/7 coverage, full-time teams, BPOs, and automation
Demonstrated success deploying AI and automation to enhance support operations, increase agent enablement, and improve efficiency
Strong financial and operational acumen, with the ability to put together scaling models in partnership with Finance
Experience leading a function that spans multiple product lines and customer types, ideally with some exposure to broader CX domains such as Risk, Sales, or Operations
Strong people leader, passionate about leading an experienced leadership team and growing managers
Passionate about rallying and leading teams through periods of change with clarity, transparency, and empathy
Excel at proactively influencing up and across the organization, building alignment and driving shared goals with product, revenue, risk, marketing, and executive teams
Confident building and executing against a data-driven foundation for CX, with proven ability to tell compelling stories through both numbers and narrative
Excellent communication and cultural leadership skills, and ideally, a good sense of humor

Job Responsibility

Build a world-class customer experience: Champion a customer-obsessed culture, by setting a clear vision for the team, owning key prioritization decisions, skillfully weighing tradeoffs to design experiences that delight across every interaction and channel
Operational Excellence: Lead a global CX organization of 100+ employees, solving over 30,000 tickets per month across four support channels. Use best-in-class tooling (Zendesk, Assembled, and more) to deliver seamless experiences and drive efficiency across complex product lines
Strategy & Data: Position CX as a strategic pillar by building a metrics-driven foundation that informs decisions, measures impact, and enables compelling storytelling through data
Talent & People Development: Lead and inspire an experienced leadership team while scaling a global organization to support growth from hundreds of thousands of customers today to millions in the future
Broad CX Leadership: Lead and support all areas of Customer Support, from frontline teams to specialized functions like training, QA, workforce management, and more
AI & Automation Vision: Build upon the automation roadmap (self-serve, deflection, agent assist) with new and innovative ways to leverage AI to provide amazing experiences with efficiency at scale
Org Scaling & Structure: Design and execute a global scaling strategy that leverages a mix of full-time employees, BPO partners, and AI tools to deliver high-quality, 24/7 customer support
Voice of the Customer: Bring deep customer insights to the company, using data and compelling narratives to influence strategy and product direction
Cross-Functional Alignment: Drive programs in alignment with Product, Engineering, Risk/Compliance, Legal, Marketing, and Revenue, that increase activation, adoption, and retention
Business & Financial Leadership: Operate CX as a business within the business, managing the budget and delivering cost-effective, high-quality service that optimizes for customer value

What we offer

Equity
Benefits

Fulltime

Principal Product Manager, Editor Experience

We're hiring a Principal Product Manager, reporting to the Group Product Manager...

Location

Australia , Sydney

Salary:

Not provided

Atlassian

Expiration Date

Until further notice

Requirements

7+ years as a Product Manager or in an equivalent leadership position
Worked on B2B SaaS in a role connected with content creation, editing, and collaboration
Experience building SaaS products for all company sizes, from startups, to SMBs, through to large, complex enterprises
A proven track record for defining, building, and delivering high impact products that create real business and customer value in fast-growth or large-scale companies
Experience translating customer and business requirements into successful product strategies based on data and research
Experience balancing competing needs across customers
Strong technical background, comfortable understanding, sparring, and challenging technical approaches with experienced architects and senior engineering leadership
Experience communicating product updates, milestones, and progress to internal and external partners across the organization from end-users to senior executives

Job Responsibility

Develop the vision, strategy, and roadmap for a smarter, flexible, and more efficient editing experience that delights our customers
Lead the scope, rollout, and roadmap for new editor experiences that ship to our global customer base across platform
Collaborate with and influence multiple Confluence & Atlassian teams such as AI, Page Creation, Content Experience, Enterprise, Jira, and more to drive and deliver cohesive, cross-functional product outcomes
Work closely with Confluence leadership to build on top of Confluence Cloud’s creation and collaboration strategy
Deeply understand the content collaboration market, content editing, smart elements and formatting, customer problems, and opportunities

What we offer

health coverage
paid volunteer days
wellness resources

Fulltime

Senior Developer Experience Engineer I

Articulate is looking for a Senior Developer Experience Engineer I to join our a...

Location

United States

Salary:

126100.00 - 189100.00 USD / Year

Articulate

Expiration Date

Until further notice

Requirements

5+ years experience as a DevOps Engineer or equivalent role
Demonstrated hands-on experience Go, Javascript or similar languages
Demonstrated hands-on experience with container technologies such as Docker
Demonstrated hands-on experience configuring and managing cloud environments in AWS
Experience with maintaining and building CI/CD pipelines
Comfortable with Linux/Unix environments and scripting
Familiar using Terraform or similar IaC technologies
The ability to work on and complete solutions with little to no guidance
Excellent ability to scope, estimate, and create work items from high level initiatives and drive them to completion
A growth mindset and a deep passion for continuous learning

Job Responsibility

Be an example of the best practices your team and adjacent teams should follow when building systems and tools
Maintain and improve our platform tooling systems
Contribute to technical discussions about our platform systems
Guide and mentor less-experienced team members (mid and junior-level)
Deliver well-tested and well-documented software and infrastructure
Take a proactive approach to problem-solving (driving for measurable results, leading by example, etc)
Collaborate on project milestones and own driving the team to break down large initiatives into iterative work items and take ownership of task generation for more complex tasks as well as ticket management
Communicate and collaborate effectively with technical stakeholders
Participate in our on-call rotation and contribute to incident reviews
Develop and perform the necessary testing required to maintain our quality standards

What we offer

This position is bonus eligible
This position is eligible for Articulate’s robust suite of benefits

Fulltime

Experienced Engineering Manager - Customer Growth & Experience

Plaid

Location:
United States , San Francisco

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
December 11, 2025

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