Engineering Manager - Servicing & Fulfillment

What You'll Do:

• People Development & Mentorship: Actively coach and mentor a team of engineers, fostering their career growth through personalized development plans, regular 1:1s, and actionable feedback loops.
• Technical Excellence & Oversight: Provide technical guidance and architectural oversight for event-driven, service-oriented systems that power claim servicing, refunds, exchanges and reverse logistics, ensuring the team builds scalable, maintainable, and high-quality software.
• Product Partnership: Collaborate closely with Product Managers, Designers, and Operations leaders to define the roadmap for claim servicing and fulfillment, translate business requirements into technical specifications, and ensure the team is creating the right value and solving the right problems related to post-purchase customer experiences.
• Delivery & Execution: Own the end-to-end delivery of complex features and projects utilizing Agile methodologies and an AI-native SDLC to maintain a predictable shipping cadence while balancing speed, quality, and operational impact.
• Culture: Cultivate a high-trust, collaborative environment where engineers are empowered to take risks, share ideas, and drive outcomes, with a strong sense of ownership over the reliability and usability of our post-purchase flows.
• AI Adoption & Innovation: Drive the strategic adoption of AI across the team by championing an AI-native SDLC while also partnering with product teams to define and deliver AI-native product capabilities. 
• Operational Excellence: Drive the team’s operational standards—including on-call rotations, incident response, monitoring, alerting, and automated testing—to ensure the reliability, performance, and correctness of claim fulfillment flows.
• Process Optimization: Continuously evaluate and improve engineering workflows (e.g., planning, solution design, CI/CD pipelines, code review processes, sprint planning) to remove bottlenecks, increase developer velocity, and ensure quality. 
• Stakeholder Communication: Serve as the primary point of communication for the team, effectively managing expectations with leadership and cross-functional partners regarding timelines, tradeoffs, risks, and capacity allocation.

What We Are Looking For:

• 10+ years of experience in software development, including building and operating production systems in high-volume transactional domains (e.g., e‑commerce, payments, logistics, insurance, or post‑purchase/claims flows).
• 3+ years of experience as an Engineering Leader (Manager, Director, or equivalent) directly managing engineers and owning delivery for a team or product area.
• Deep understanding of service‑oriented and microservice architectures, with practical experience designing event‑driven systems that prioritize reliability, observability, and data integrity across distributed services.
• Experience with cloud-native and serverless architectures and infrastructure as code, ideally on AWS (e.g., Lambda, API Gateway, DynamoDB, SQS/SNS, Kafka, CDK or similar).
• Demonstrated ability to partner with Product, Design, and Operations to define r