Engineering Manager, WFM

Job Description

At Zendesk, we create a service-first CX company that builds powerful, customizable software designed to improve customer relations. We are growing our software engineering presence across multiple products and are looking for an Engineer Manager to join us on this journey. You will have the opportunity to work in a dynamic, fast-paced, and innovative environment that values collaboration, personal growth, and high-quality code.

Job Description

Zendesk is looking for a motivated Engineering Manager to join our team.

Zendesk’s people have one goal in mind: to make Customer Experience better. Our products help more than 125,000 global brands (AirBnb, Uber, JetBrains, Slack, among others) make their billions of customers happy, every day.

As an Engineering Manager, you will be responsible for expanding and leading a distributed team of cross-functional engineers, fostering healthy relationships, collaboration and engagement, while overseeing the development and deployment of our WFM capabilities. Your role will also involve mentoring and coaching team members, conducting performance evaluations, and finding opportunities for process improvements and innovation. Ultimately, your goal will be to ensure that your team delivers high-quality, scalable, and efficient machine learning systems that drive business success.

What you'll be doing?

• Lead the recruitment and staffing efforts by partnering with the recruitment team.

• You will have regular, open, action-orientated 1:1s with your reports and set goals that will bring them to the next level and further their careers.

• Manage a team of cross-functional to design, develop, and deploy the next generation of WFM solutions.

• Collaborate with other engineering teams and other functional areas, including product management and customer-facing teams, to understand business requirements and translate them into technical solutions.

• Manage and prioritize the team’s work to ensure timely delivery of high-quality solutions that meet business requirements.

• Contribute to discussions on the technical roadmap by advocating for scalability, reliability, and efficiency for the team

• Develop and maintain in the team best practices for software development, testing, deployment and monitoring to ensure high reliability, scalability, and maintainability.

• Mentor and coach team members to develop their skills and capabilities in software engineering and leadership.

• Provide technical advice and mediates technical decisions with broader impact in the engineering department.

• Understand how other departments work, and act as an enabler in the integration between the engineering team and outside teams, aligning objectives and achieving common goals.

What will you bring to the team?

• Experience in leading engineering teams to deliver technically exciting projects.

• Solid experience as an engineer building and deploying services at scale.

• Experience or desire in building a team, managing its morale, developing hiring strategies and the career aspiration of the members.

• Ability to lead the discovery of solutions, leveraging the expertise of the team members and peers to look for the optimal path.

• Experience working with the team to distill complex/vague problems into a set of actionable steps.

• The energy and drive to move discussions/projects forward, exhibiting a balanced appetite for risks and the courage to make decisions.

• Good communication and interpersonal skills, being able to collaborate effectively with cross-functional teams.

• Good technical skills appropriate with the level of the role.

• Track record of coaching/mentoring individual contributors, as well as crafting a culture and team valuing diversity and inclusion.

• Experience in Agile/SCRUM methodologies and software development practices.

What will you get from us?

• Ownership of the product features implementation you work on

• What you will be doing will have a huge impact

• Team of passionate people who love what they do!

• Exciting features, ability to implement your own ideas and improvements

• Opportunity to learn and g