Engineering Manager, Channels and Handoffs

As an Engineering Manager on our Channels and Handoffs team, you’ll be managing a team of 5-8 engineers, working with internal and external stakeholders, product managers, and designers to execute Ada’s roadmap in order to deliver best-in-class channels and handoffs experiences to both agents and end users. You will play a key role in this team's success by cultivating a high-performing team and building out a platform layer that would allow us to build out integrations to customer success platforms and digital channels. Some of our channel and handoff integrations include Salesforce, Zendesk, Kustomer, Oracle, Intercom, WhatsApp, and Facebook Messenger, among others.

About You

• Excited to work with APIs, SDKs and integration challenges around scalability and maintainability 
• Possess a strong product engineering mindset and a strong sense of prioritization and striking the right balance between delivery speed and high technical quality

• Adopt a coaching mindset and feel a sense of pride, satisfaction, and gratitude when you’ve been a part of helping others grow and improve
• Ability to recognize talent and know when to nurture it in others
• Hold others accountable for their words and actions
• You are aware of your strengths and weaknesses and believe in continuous improvement while adopting a growth mindset
• Lead with a data-driven approach but also have the experience and wisdom to trust your intuition

• Able to clearly and concisely communicate and collaborate with various levels of stakeholders
• Are customer-obsessed and deeply care about delivering the best experience 
• Bonus but not required: 
• Previous experience in managing teams while building and scaling teams in a high-growth startup situation
• Have built highly scalable integration platforms
• Possess knowledge and experience about SDKs, APIs, and integrations

Outcomes

• Coaching 
• Manage a team of 5 - 8 engineers 
• Conduct regular 1:1s with direct reports to understand their goals, and challenges, and to provide consistent feedback
• Be receptive to feedback as well as deliver critical feedback promptly, with empathy, and with understanding 
• Amplify your team's voice when they need a champion
• Act as a coach and a sponsor for your team
• Proudly broadcast your team's identity and personality
• Challenge your team to do their best work, and do your best to support them
• Work with your team for professional development and career growth

• Planning and Execution 
• Support the team in prioritizing, planning, and managing upcoming work items
• Identify and unblock issues impeding the team
• Identify and communicate risks with stakeholders early
• Insist on observability and data-driven decision making
• Foster a culture of continuous improvement
• Collaborate with Product Management and other key stakeholders to define team roadmap
• Ensure that high priority bugs are being addressed in a timely manner
• Run Root Cause Analysis and identify root causes in our technology and our processes
• Identify inefficiencies in the team's development process and resolve them, or escalate them
• Be supportive to stakeholders outside Engineering upon inquiries

• Hiring
• Understand the staffing needs of the team and ensure it is set up for success
• Identify talented candidates during hiring and interviews
• Help improve the hiring process and remove systemic bias

• Strategy
• Collaborate closely with Product Management and Design to create a high performing Product team
• Help evolve Ada’s Engineering organization and improve processes
• Identify gaps in competency and opportunities to improve

Benefits

• Competitive salary and generous stock option plan
• Unlimited vacation
• Wellness account
• Extended health coverage
• Dental/optical/travel insurance
• Life insurance
• Employee and family assistance plan

Perks

• Flexible work schedule
• Remote-first, In-person friendly work environment with WFH budget
• Paid parental leave for Canadian and U.S. residents
• Development opportunities

The expected salary range for this position is $148,500 to $226,000. Actual pay will be determined based on several factors such as past experience and qualifications, geographic location, and other job-related factors permitted by law.

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