Engineering Manager, Customer Service and Operational Tools

  • Remitly
  • Seattle, WA, USA
  • Jul 09, 2018
Full time Customer Service Developer JAVA PHP

Job Description

As an Engineering Manager at Remitly, you are a builder and a leader, responsible for taking on complex technical and customer problems and creating great products backed by great systems. We use cutting-edge languages, tools, and frameworks to build applications and services on top of a scalable cloud architecture. Our startup work environment is fast-paced, mission-driven, and growing quickly.

A successful Engineering Manager will use their experience and vision to hire and develop a diverse engineering team, coaching the team members to grow in their careers and have an impact on our customers. As an empathetic partner, they will mentor peer leaders and other Sr. technologists to model Remitly cultural values and to translate these values into their day-to-day work. Examples of high impact results from this leadership will be simple and well-defined plans for both (a) our company-wide technical architecture and (b) how we deliver executed towards that vision.

The Engineering Manager will be responsible for all aspects of software development for a broad business function, working to define the best technical roadmap to simultaneously accomplish company goals, improve existing systems, and reduce technical debt. They will demonstrate a high level of partnership with Product Management, Senior Engineering Management, and other company stakeholders, influencing strategy by representing technical options and tradeoffs from a customer-centric viewpoint. They will delegate and empower employees to operate autonomously and make independent decisions, creating frameworks for these decisions where appropriate; entrusting their team of tech leads and engineers with important aspects of the team's roadmap.

The Engineering Manager for our Customer Service & Operational Tools (CST) team is responsible for (1) the systems that our team of Customer Service agents representatives use to help customers with problems, and (2) the platform for other teams to build operational tools for Risk evaluation and Payment Operations. The CST team is just getting started, and you will be building creative experiments to make the Remitly customer service experience the best in fintech!

Some examples of current interesting problems include:

  • Defining our strategy for 3rd party tools for voice, call, and chat
  • Building a platform for our teams to use to create work types and cases
  • Improving our customer service tools to improve efficiency and quality
  • Integrating online machine learning and predictive analytics models to understand customer satisfaction.

You should possess:

  • Typically 10+ years of experience
    • Typically 1-3 years of experience in a technical leadership role
    • Typically 1-3 years experience leading core engineering efforts / technical teams
  • Experience defining and influencing technical designs and processes across a team.
  • A deep understanding of software development practices, system design, software design patterns, and algorithms.
  • Expertise in one or more general-purpose languages like Java, JavaScript, Go, PHP, Python, or Ruby.
  • Strong ability to mentor and influence other engineers.
  • Excellent verbal and written communication skills.


Who we are:

Remitly is a group of passionate people working to make international payments easier and more transparent on both the web and mobile devices. We are seeking team members to join us that want to make a difference and change an industry. We pride ourselves on aiming high and delivering results, data being at the heart of everything we do, and encouraging our team to own business decisions and outcomes. Does this sound like the place for you? Join us!

Remitly is an Equal Opportunity Employer. Individuals seeking employment at Remitly are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.