Senior Director of Data Engineering & Support Operations

About Profitero+

Profitero+ is the leading digital commerce company, trusted by more than 4,000 brands worldwide. We help brands break down silos and turn data into decisive action through intelligence driven, end to end solutions that unify media, content, operations and strategy. Powered by advanced AI, robust digital shelf analytics across 1,400+ retailers in 70 countries and unmatched expertise from digital commerce specialists in 15 global hubs, our integrated solutions help brands accelerate profitable growth.

Come be a part of our fast paced, entrepreneurial culture and next stage of growth.

Location: Either Reading or London

Overview

As a key member of the engineering leadership team, you will lead a globally distributed group tasked with defining next generation data engineering strategies. Your team will power the daily acquisition of data from over 1,400 retailer websites across multiple international markets. Additionally, you will direct day to day Level 2 and Level 3 technical support operations for our customers across the Americas, EMEA, and APAC, delivering rapid, high quality solutions to ensure maximum customer satisfaction.

The ideal candidate brings a proven background in application development or data engineering, paired with a talent for solving complex technical challenges through the effective alignment of people, processes, and technology. You are a hands on leader who isn't afraid to dive into the technical details. Driven by a high sense of ownership and a passion for continuous improvement, you consistently champion changes that positively influence business outcomes.

What you'll do

• Lead a team of tech support engineers to triage customer reported issues and identify potential root causes
• Solve complex, multifaceted technical problems working with the appropriate engineering teams
• Improve service level efficiencies through process refinements and workflow optimizations
• Convey timely status on escalated issues
• Report metrics on quality trends
• Partner closely with the client success, product, and engineering teams to arrive at creative solutions to address issues, while striving for a timely turnaround, adhering to internal and customer SLAs.

Who you are

• 10+ years of experience leading engineering teams in the delivery of SaaS products or data intensive applications.
• 5+ years of development experience either building or supporting maintenance/sustenance for web applications or data products
• 3+ years of technical support experience in enterprise B2B applications that feature analytics and data products
• 5+ years of management experience (will manage a team of 80+)
• Hands on experience with writing SQL queries and building JIRA dashboards
• Expert in JIRA and Zendesk workflow and support processes
• Confident using metrics and KPIs to drive efficiencies and productivity improvements
• Skilled at communicating to business and commercial teams
• Possess a high "do to say ratio" and value "achievement over activity"

Why you want to work at Profitero

We want our employees to have an opportunity to share in the success that results from our dedication to service excellence, high quality deliverables and an unparalleled client experience.

We hire only the best and provide the compensation, bonus and benefit programs appropriate for proven top performing professionals. We want our employees to have an opportunity to share in the financial success that results from our dedication to service excellence, high quality deliverables and an unparalleled client experience.

Our package includes competitive director base salary; attractive bonus; employee healthcare; life assurance; group income protection; dental care plan; eye care scheme; 24 hr online GP; company pension; cycle to work scheme; 25 days off + bank holidays + birthdays off; reduced gym membership; social events; employee referral scheme; personal development plans; Profitero Hero scheme; flexible working hours.

Equal Opportunity

Profitero is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive fair consideration for employment. Profitero recruits, employs, trains, compensates and promotes regardless of race, religion, colour, national origin, sex, disability, age, veteran status, and other protected characteristics as required by applicable law.

Be part of a company on forefront of eCommerce revolution where you will learn a lot and be a catalyst to turbo charging your skills, experience and career.