Senior Manager (Site Operations), Engineering

Intuit Credit Karma is a mission-driven company, focused on championing financial progress for our more than 130 million members globally. While we're best known for pioneering free credit scores, our members turn to us for everything related to their financial goals, including identity monitoring, applying for credit cards, shopping for insurance and loans (car, home and personal) and savings accounts and checking accounts* -- all for free. Credit Karma has grown significantly through the years: we now have more than 1,700 employees across our offices in Oakland, Charlotte, Culver City, San Diego, London and New York City.
*Banking services provided by MVB Bank, Inc., Member FDIC

The SiteOps Engineering team ensures reliability for the Credit Karma ecosystem, both Native and Web. The team combines excellent incident and problem management to facilitate troubleshooting and continuous improvement. The team also develops automation and AI capabilities to ensure minimum toil across the engineering organization. You will be reporting to the Director II, Engineering. As a Senior Manager, you will set a strong technical roadmap for and manage the career development of a team of talented site reliability engineers. You will help evolve our technology through automation,  find code based solutions to operational issues, champion reliable architecture and help increase velocity by collaborating across engineering to facilitate adoption of best practices.

What you’ll do:

• Responsible for managing a team (7-10 employees) that oversees all aspects of reliability and maintaining the highest levels of uptime to support millions of users, including: monitoring site health and reliability; operating automated observability and alerting to maintain uptime; Driving service restoration during critical incidents and reviewing post incident action items for value and completion.
• If needed, participate in on-call rotation to get a better understanding of the current SiteOps daily activities and run the business work to look for opportunities to improve both internally and for your customers.
• Partnering across the organization to drive Operational Intelligence and best practices in operational development and reliability.  Focus on the value of operational data and the minimization of manual work and unnecessary processes.
• Create tooling that increases velocity for the business and developers that expose site health and reliability that automates and streamlines processes in the organization.
• Report actionable improvements with supporting data to scale Credit Karma systems and applications both web and native.
• Lead with empathy and grow the careers of a diverse team of talented engineers across multiple locations.

What’s great about the role:

• You will have the opportunity to contribute to an engineering first focused organization.
• You will work closely with engineering leadership to set technical direction for building and operating our growing technology stack.
• Your contributions will have a noticeable impact on Credit Karma's members and your fellow Karmanauts (that's what we call ourselves).
• You will be involved in organizational efforts of continuous improvement to increase and ensure the reliability of Credit Karma.
• You will get broad exposure to our full stack, consisting of forward-looking technologies such as GenAI/LLM, Incident Automation, Automated Observability at Scale, etc.
• You will grow and learn and have fun doing it – it's part of our culture.
• And, of course, all those awesome company perks that you have probably already read about.

Minimum Basic Requirement:

• Bachelor’s Degree in Computer Science, related field or equivalent experience
• 7+ years of engineering management experience
• Lead the operations team (devops or NOC) of a customer facing mission critical application.
• Maintains focus on the internal customer and data-driven partnership in SDLC and QE to improve production operations.
• Enjoys working on a cross-functional team
• Strong technical leadership skills with the ability to remain focused and calm under pressure.
• Experience in running critical incidents in a global or company-wide context, engaging with executives and senior leadership, and leading root cause analysis sessions.
• Experience running and monitoring applications at scale, using metrics and tracing tools like, New Relic, Data Dog, Stackdriver, Zipkin, Prometheus, etc.
• Ability to create and drive SLO/SLA at an enterprise level.  
• Experience developing production quality tooling.
• Familiarity with SRE methodologies; passionate about solving operational challenges by using automation and software.
• Ability to communicate effect