Work with your Director to address project dependencies, negotiate and estimate incremental delivery dates for milestones with the stakeholder community, and deliver projects on time.
Identify and raise appropriate project risks, in addition to presenting detailed and implementable solutions or alternatives.
Understand how requirements and design choices may impact systems across multiple areas.
Report on your team’s progress for project and other key metrics, in addition to presenting detailed and implementable ideas for areas to further improve or influence product or project delivery.
Initiate and support all aspects of performance management for team members
mentoring, performance and coaching plans, reviews, warnings, terminations, etc.
Cultivate a culture that motivates all levels of performers to higher levels of achievement.
Foster a culture of growth mindset that acknowledges and expects individuals to grow and be accountable.
Influence those you motivate and coach to be receptive to feedback.
Identify where technical or analytical skill gaps put future team deliverables at risk and craft a plan to remediate, consistently challenge team members to share knowledge and learn new technologies.
Craft and deliver strategic and well-structured persuasive arguments to drive projects that drive process improvement, enhance cost leadership, and/or customer experience.
Develop the team budget and be accountable for reporting on results achieved at regular intervals.
Significantly contribute to the team planning process to include surfacing associate level proposals.
Collaborate with the product teams to understand their pain points around performance, resiliency and formulate strategies to address recurring issues in a sustainable way.
Influence and build vision with product owners to ship quality products in a faster pace.
Drive the team towards building solutions towards the long-term goals while ensuring that high priority tech debts are solved in an efficient way.
Consistently share best practices and improve processes within and across teams.
Requirements
8+ years with customer communications platforms, services, and software (e.g., contact center, omnichannel, CPaaS, or adjacent integrations).
6+ years hands-on coding experience.
5+ years building and operating software in a large-scale, mission-critical environment (reliability, incident response, change discipline).
5+ years managing and developing technical teams — hiring, coaching, performance conversations, capacity planning, and day-to-day prioritization — in addition to supervising personnel in technical operations or engineering settings.
5+ years technical / engineering management experience: owning roadmaps and delivery, cross-functional alignment with product and operations, and accountability for quality, timelines, and production health.
5+ years with a major public cloud (AWS preferred; GCP or Azure acceptable), including design, implementation, and operational ownership of cloud-based services.
2+ years with automated testing — unit, integration, and end-to-end functional tests — including standards and practices for teams you lead or oversee.
Strong foundation in algorithms, data structures, and core computer science concepts.
Basic UI/UX, API, and prototype design; REST/JSON/XML and integrations with Amazon Connect contact flows, Lambda, and API Gateway.
Fluency with Python, Java, Go, .NET, JavaScript/TypeScript, XML, JSON, and RESTful web services.
OOP, design patterns, microservices, and frontend/backend unit testing (including backends invoked from Connect).
Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being.
Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.
Access to additional benefits like mental healthcare as well as fertility and adoption assistance.
Supports flexibility
We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.