Senior Manager
3 weeks ago
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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