Senior Manager

2 weeks ago

Bangalore Urban, India Razorpay Full time

Roles and Responsibilities:

  • Strong communication skills to engage deeply to drive required narrative with internal stakeholders and lead enterprise merchant calls and meetings
  • Tech acumen with a product automation mindset to drive continuous automation to reduce the incidents across the platform
  • We believe in Impact creation at scale, so it is imperative for a leader
  • Ability to attract and hire top-notch Tech support talent for the organization.
  • Establish and implement training processes and strategies for all technical personnel
  • Analyze, plan and develop requirements and standards in reference to ticket management, Csat, Net promoter score & improvement projects
  • Manage a team of 30+ strong engineers and drive high performance culture and continuously help them with good career development
  • Assign and oversee the daily tasks of technical personnel while ensuring all team members are actively working toward established milestones
  • Engage directly with enterprise customers at CXO level and Hold regular technical team meetings to determine progress and address any questions or challenges regarding projects
  • Determine and define clear deliverables, roles and responsibilities for staff members and inspire them to innovate constantly
  • Research and implement process efficiencies with help of automation which will improve productivity and scale
  • Strong acumen for technology- Has the technical capacity and capability to partner with tech leads and architects in problem solving.
  • Brings a strong perspective that drives change and motivates engineers to develop simple solutions to complex problems.
  • Mentor the professional development of each direct report through personal and performance management.
  • Give engineers the tools, confidence, and motivation to make decisions independently that lead to their recognition.
  • Effective at influencing a culture of engineering craftsmanship and excellence.
  • Initiate cross-functional (Product, Business, Operations) collaborations with development teams throughout Razorpay and gather feedback and requirements.
  • Seek diverse perspectives to drive bottom-up innovation and create buy-in from all technical stakeholders.
  • Ensure the team fully understands the goals and objectives of Razorpay as a company and how their work fits into 'the bigger picture.

Desired Skills and Experience

  • Total of 12+ years' experience
  • Experience level of 8 + years of experience in very large-scale product-based tech support engineering and 4+ years' experience in people management.
  • Excellent communication skills & strong problem-solving skills with Data and Technical acumen.
  • Very good experience with tools like Salesforce, Slack, Freshdesk, Gsuite, Msoffice etc
  • Good coding skills in one of the languages PHP/Python/C++/Java
  • Very good understanding of Web Technologies.
  • Fin-tech experience or Payments product experience will be an added advantage
  • Understanding of six sigma or lean concepts

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