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Engineering Manager - Help Experience - Customer Platforms

SKU 2874 Categories ,
Location

Bangalore

Technical area

YoE

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Description

About the Role
Fasten your helmet and climb on board if you?™re ready to be our Engineering Manager. In this role, you’ll take the reins in the design development, quality, and delivery of critical initiatives for the CareTech team, ensuring world-class user experience for our Chatbot service along the way. You’ll stipulate the team’s business strategies and OKRs, steer their technical output to improve specific business KPIs, and act as their mentor in advising their career paths and development. In our humble opinion, the coolest part is your ability to own the future of these products, ensuring its quality and longevity, and seeing the results of your efforts in people’s everyday lives.

What You Will DoPartner with Chatbot Product Manager to plan, execute, and ensure timely delivery of commitments, and be accountable for technology and architecture decisions
Prepare and execute technology roadmap for product initiatives
Prepare and execute technology initiatives taken on by engineering organization for your group
Communicate technology and business strategies effectively with teams within the CareTech group
Mentor, coach, and implement support systems for team members to achieve their highest potential
Help scale the organization and attracting talents
What You Will NeedAt least 8 years of experience in the tech field, with at least 2 years in a leadership role at a team or group level
Experience using an agile iterative software development process (e.g. XP, Scrum, Kanban)
Hands-on technology experience; contribute 30% of the time through direct coding
Able to effectively communicate with cross-functional, distributed and diverse team members
Knowledge of up-to-date technology trends; able to incorporate this knowledge in the roadmap and secure an operational edge for the business
Excellent organizational skills to coordinate complex and multi-team initiatives
Excellent time management skills to prioritize and focus on value-delivering initiatives
About the Team
Help Experience is a key function of our customer care vision of providing a consistent and high quality problem resolution experience for our users. Our Help Experience team, a part of the larger CareTech team, is a group of engineers of various specialties based in Bangalore. We?™re in charge of creating the most user-friendly experience for our customers in need, generating new customer contact channels, providing high quality help related content, as well as offering in-app support for driver-partners, merchant-partners, and customers. Ultimately, our goal is to ensure all of our users have their questions and concerns met as effectively and efficiently as possible.
One of the biggest obstacles our team has had to overcome is reducing the time to resolve support tickets. After many weeks of research, collaboration, and trial and error, we figured our best way to tackle this issue was to de-emphasize unstructured channels, such as email and phone, and rely more heavily on structured support schemes. Currently, our team has been busy working on our chatbot feature, enhancing its user experience and integrating it with the ticket automation engine to expedite the resolution rate.
Off hours, you?™d probably find us playing foosball or eating at Saravana Bhavan. Working from home has been a strange time for a lot of us, so our team has been taking time on our calls to trade advice on the best ways to keep sane with this new work set up. We?™re made up of tech and sports enthusiasts, food lovers, and movie fanatics. Once COVID subsides, we?™re excited to resume hanging out in restaurants again.

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