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Global Manager, Developer Operations Customer Engineering

Remote (Canada), Remote (United Kingdom), Remote (United States)

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Why CircleCI?

Great Benefits

Regardless of location, we prioritize the health and wellness of our employees and their families. In addition to unlimited PTO, we offer generous parental leave and benefits that can cover employees and dependents up to 100%. We also offer quarterly wellness days, wellness reimbursement, and Cleo for new parents.

Growth

At CircleCI, employees have ample opportunity to learn new skills, including project-based learning and presentations from our colleagues. Your continued professional development is important to us because it’s important to you.

A balanced life

Our team members enjoy the flexibility of working from whatever environment suits their role best. Supporting a distributed workforce is an integral part of our culture.

CircleCI is the leader in the Continuous Integration and Continuous Deployment space, a cornerstone of the DevOps movement. As our customer base continues to expand globally, this role is an outstanding opportunity to grow your career!

As a Global DevOps Customer Engineering Manager at CircleCI, you will build uniform practices and processes across the global delivery customer engineering teams. The person in this role must have experience leading a team of technical consultants with an emphasis on achieving customer satisfaction in a DevOps environment. The primary goal of this role is to enable CircleCI's team of DevOps Customer Engineers to deliver value to our global customer base by driving adoption of CircleCI. The GDM reports into the Director of Customer Engineering.

The duties of a Global DevOps Engineering Manager include evaluating and implementing strategies to enhance our portfolio of service offerings. Your job requires you to write business propositions which will be informed by collaborating with team members, determining enterprise-strength, identifying clients' needs and examining the desired outcomes of CircleCI. As a global development manager, you are regarded and deemed a key member of the crew, indispensable, and needful to this organisation to expand its enterprise globally.

The successful candidate for this job will be able to illustrate successful leadership along with willingness towards listening to feedback in order to make the customer journey and delivery experience even better. CircleCI has very technical end users, and we handle sophisticated issues daily. The ability to represent the voice of our customers who invest in CircleCI’s paid for service offerings is critical to the success of this role, this team and the ongoing success of our customers.

What you'll do:

  • Lead the distributed team of DevOps Customer Engineers
  • Work as part of the Professional Service Leadership team to build a portfolio of service offerings, including development of new service offerings and performance of existing offerings as measured by bookings, revenue, delivery reliability, and customer satisfaction
  • Collaborate with Sales, CS, Marketing, Finance, Operations leaders to create and enable various teams on service offerings
  • Provide monthly, quarterly and annual readouts to business leaders regarding the state of our services organisation
  • Be responsible for a services revenue target
  • Collaborate with Operations to determine tool set and workflows to best enable your team to deliver value to our customers at scale
  • Be an authority with a point of view towards helping to driving customer success in delivery contracts with service offerings that suit the upcoming technology trends in the market
  • Lead joint development projects, increasing return on investment and product positioning.
  • Provide guidance to the development of thought leadership, event-specific, and customer-facing offering and presentations
  • Develop processes that Professional Services team can continually use and grow to become trusted advisers to customers
  • Identify and implement improvements to the processes and tools used by project teams and partners in support of external customers
  • Documents services provided to customers, including new code, techniques, and processes, in such a way as to make such services more efficient in the future
  • Provide leadership and guidance to coach, empower and lead services team members to their optimum performance levels and career development

What we're looking for:

  • Extensive experience leading customer-facing engineering teams focused around customer delivery of cloud and on-premise solutions/services across different time-zones
  • Professional and friendly demeanour towards de-escalating difficult conversations with internal and external customers
  • Approaches opportunities with an open mentality geared to listening first, and asking questions before giving advice
  • Uses a servant leadership philosophy when building and leading teams towards shared visions/goals
  • Track record enabling highly distributed teams, including international
  • Deep understanding of the software delivery lifecycle
  • Proven track record to support sustainable scale through enablement
  • Ability to generate outcomes by driving accountability above, below, and around you
  • Desire to ask the right questions to help prioritize outside your own areas of expertise
  • Strong opinions developed through experience and the ability to adapt those experiences to new environments
  • History of mentoring senior team members to do their best work
  • A desire to pursue excellence through small increments of improvement
  • A thought-leader that can sort out improvements that can be made to our delivery processes specifically around onboarding, efficiency, and sustainable support.
  • Consistent track record in software/technology sales or consulting and management

Engineering at CircleCI is Remote-First

Being remote-first, we foster a culture that is inclusive of remote workers while allowing everyone to be the most productive. Read more about our remote-first culture here.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

About CircleCI

CircleCI is the world’s largest shared continuous integration and continuous delivery (CI/CD) platform, and the central hub where code moves from idea to delivery. As one of the most-used DevOps tools that processes more than 1 million builds a day, CircleCI has unique access to data on how engineering teams work, and how their code runs. Companies like Spotify, Coinbase, and BuzzFeed use us to improve engineering team productivity, release better products, and get to market faster.

CircleCI is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

Colorado Salary Range:  $120,000 - $150,000/ year, plus applicable bonuses

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