Engineering Manager - Servicing & Fulfillment

Our client operates in the post-purchase retail technology space, addressing challenges in customer satisfaction and operational efficiency. It provides AI-driven solutions that automate customer service, returns and exchange management, fulfillment, and product and shipping protection. The platform also incorporates advanced fraud detection. Serving over 1,000 merchant partners across diverse industries including fashion, electronics, and automotive, the organization focuses on enhancing trust and loyalty while reducing costs.

About the Opportunity

This role leads a team responsible for building and maintaining scalable software systems that support claim servicing, refunds, exchanges, and reverse logistics. The Engineering Manager guides technical direction, drives AI integration, and collaborates with cross-functional teams to deliver impactful features that improve post-purchase customer experiences. The position is key to ensuring operational excellence and the reliable delivery of complex projects.

Responsibilities

• Coach and mentor engineers, fostering career development.
• Provide technical guidance and architectural oversight for event-driven, service-oriented systems.
• Collaborate with Product, Design, and Operations to define roadmaps and translate business requirements.
• Manage end-to-end delivery of complex features using Agile and AI-native development processes.
• Cultivate a collaborative and empowered engineering culture.
• Lead AI adoption within the team and contribute to AI-enabled product development.
• Oversee operational standards including incident response, monitoring, and testing.
• Continuously improve engineering workflows to enhance velocity and quality.
• Communicate effectively with leadership and stakeholders about timelines, risks, and capacity.

Requirements

• 10+ years in software development with experience in high-volume transactional systems.
• 3+ years in an engineering leadership role managing teams and delivery.
• Expertise in service-oriented and microservice architectures, especially event-driven systems.
• Experience with cloud-native and serverless technologies, preferably AWS.
• Ability to partner across Product, Design, and Operations.
• Proven track record in building and leading high-performing engineering teams.
• Experience applying AI and large language model tools in engineering contexts.
• Strong cross-functional collaboration and communication skills.
• Commitment to quality and operational excellence in complex financial or logistics systems.
• Proactive leadership comfortable with ambiguity and driving initiatives.
• Experience managing remote teams across time zones.

Pay

Expected salary range: $166,500 to $193,500 per year, determined by experience and other factors.

Benefits

• Medical, dental, and vision insurance.
• Competitive salary with stock options.
• Flexible paid time off policy.
• 401(k) retirement plan.