Sr. Engineering Manager - Servicing Automation

Job Description

We are seeking a seasoned Senior Engineering Manager to lead our Servicing Automation team in automating key business operations, including dispute management, customer support, payments, and collections. Your primary responsibility will be to drive the strategic development and maintenance of the systems and integrations that underpin Imprint’s core services. This role is pivotal in reducing manual intervention and leveraging technology to enable automation and scalability.
As the Senior Engineering Manager, you will oversee a team of engineers tasked with delivering innovative solutions that enhance operational efficiency and streamline processes. Key areas of focus include:

Collections Automation: Enable flexible, automated payment plans to manage credit defaults more effectively.
Customer Support Automation: Implement advanced IVR systems and AI-based chatbots to reduce human involvement in addressing common customer queries.
Payments: Build and optimize payment services to automate payment flows, ensuring seamless and efficient payment processing.
Disputes Management: Lead the team in building automated systems to handle disputes efficiently, reducing resolution time and minimizing manual effort.

What You’ll Do:
As the senior engineering manager of this team, your responsibilities will include but not be limited to the following:

Technical Leadership and Oversight

Oversee the development and maintenance of the automation platform, ensuring robustness, scalability, and reliability.
Stay abreast of the latest technological advancements and incorporate relevant innovations to enhance the platform’s capabilities.
Collaborate with the architect to define and refine the platform’s technical roadmap.


Team Management and Development

Lead and mentor a team of software engineers and developers, fostering a culture of technical excellence and innovation.
Conduct regular one-on-one meetings with team members to track progress, address concerns, and support career development.
Coordinate with HR for hiring and training new team members, ensuring a match between the team’s skill set and project requirements.


Project Management

Plan and manage the execution of projects, ensuring timely delivery within the allocated budget.
Utilize agile methodologies to monitor progress, facilitate daily stand-ups, and lead sprint planning sessions.
Collaborate with cross-functional teams, including product management, finance, and compliance, to align project objectives and deliverables.


Stakeholder Communication

Regularly communicate with senior management and other stakeholders to report on project status, risks, and opportunities.
Gather feedback from internal and external stakeholders to continuously improve the platform’s functionality and user experience.
Represent the team in inter-departmental meetings, ensuring alignment with the company’s overall strategic goals.


Quality Assurance and Risk Management

Ensure adherence to high-quality coding and documentation standards.
Oversee the implementation of robust testing strategies to identify and mitigate risks early in the development cycle.
Collaborate with the security engineering team to prioritize and resolve any security vulnerabilities and compliance issues related to the automation platform.


Innovation and Continuous Improvement

Encourage a culture of innovation within the team, promoting experimentation and learning.
Stay informed about industry trends and competitor products to identify opportunities for platform enhancement.
Lead efforts in streamlining processes and implementing best practices to increase efficiency and productivity.



What We Look For:

10+ years of experience in software engineering.
Experience leading the architecture and design (architecture, design patterns, reliability, and scaling) of new and current systems.
Strong background in developing financial platforms, preferably with experience working with operations teams.
Proven experience in leading engineering teams, ideally with a focus on platform engineering, integrations, or automation.
Bachelor’s or Master’s degree in Computer Science.
Excellent project management and communication skills.
Familiarity with agile development methodologies.
Strong sense of ownership, urgency, and drive.

Perks & Benefits:

Competitive compensation and equity packages
Leading configured work computers of your choice
Flexible paid time off
Fully covered, high-quality healthcare, including fully covered dependent coverage
Additional health coverage includes access to One Medical and the option to enroll in an FSA
16 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents
An understanding that successful remote work requires flexibility and an appreciation for asynchronous work
Access to industry-leading technology across all of our business units — stemming from our philosophy that we should invest in resources for our team that foster innovation, optimization, and productivity

Imprint is committed to a diverse and inclusive workplace. Imprint is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Imprint welcomes talented individuals from all backgrounds who want to build the future of payments and rewards. If you are passionate about FinTech and eager to grow, let’s move the world forward, together.