by Ronald Barron | Sep 27, 2024 | Uncategorized
About the Role
Lead Observability Engineer
Remote, US
Category Engineering
Job Id P-100190
Job Type Full Time
Company Description
Amwell digitally empowers payers, providers and innovators, enabling an ecosystem of care that spans across in-person, virtual and automated care.
Amwell provides a leading hybrid care enablement platform in the United States and globally, connecting and enabling providers, payers, patients, and innovators to deliver greater access to more affordable, higher quality care.
Amwell believes that hybrid care delivery will transform healthcare. The company offers a single, comprehensive platform to support all digital health needs from urgent to acute and post-acute care, as well as chronic care management and healthy living.
With nearly two decades of experience, Amwell powers the hybrid care of more than 55 health plans, which collectively represent more than 90 million covered lives, and many of the nation’s largest health systems, representing over 2,000 hospitals, have access to Amwell solutions.
Brief Overview:
The Observability team drives visibility and performance optimizations for our Converge platform by providing frameworks and tools that allow all Amwell engineers and developers to better understand the behavior of features, services, and infrastructure they own and maintain. The Observability team assists product, support, and systems teams monitor the platform, reduce operational overhead, and deliver unmatched availability to our customers.
Core Responsibilities:
- Lead the migration project to Elastic Cloud
- Maintain operational readiness and performance of ELK infrastructure
- Perform upgrades as required
- Updating index templates, agents, helm charts, observability pipelines as required
- Assess Observability needs against current implementations; identify gaps and create actionable plans to address them.
- Participate in and occasionally lead sprint cycle team ceremonies and ensure planned work is aligned with goals and priorities
- Provide mentoring to team members
- Ensure strict compliance with regulations such as HIPAA and PCI
- Develop tools and training to expedite teams gaining deeper insights into application performance and service health issues reducing their MTTD and MTTR
Qualifications:
- 5+ years experience configuring, deploying and maintaining ELK stacks
- Experience indexing medium to large datasets
- Solid understanding of observability principles and components
- Experience with development and deployment to AWS</li>
- Experience with infrastructure-as-code (terraform, hcl)
- Deep understanding of system performance optimization, scalability, architecture, and design concepts
- Experience managing containers using Docker/Kubernetes
- Experience leading remote teams across multiple regions and time zones
- Proficiency with SCM (Git)
Preferred Qualifications:
- Experience with OpenTelemetry agents, SDKs and standards
- Experience with Elastic Profiling Agent
- Passionate about providing greater transparency to health and status of Amwell systems
- Keenly empathetic to the day-to-day experience of software development teams
- Clear, effective, transparent communication
- Capable of delivering and accepting empathetic, constructive criticism with reports, peers, leadership and stakeholders
- Conscious of the developers need for speed of delivery and Amwell’s need for governance and cost management
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by Ronald Barron | Sep 27, 2024 | Uncategorized
About the Role
Engineering Manager
at Posit
USA – Remote
About the role
Posit is seeking an Engineering Manager to drive software delivery and coach the talented, dedicated team working on our professional publishing products, including Posit Connect. You will be leading both people and process from this position, and you will have direct impact on the design, execution, and quality of one of Posit’s most powerful product suites.
Posit Connect delivers value to businesses by empowering data scientists to rapidly deploy custom reports and applications. These artifacts, written in Python, R, Quarto, and more, allow data scientists to tell stories with data and solve real-world problems. Connect solves the challenges of putting code into production, including environment management and authentication, without requiring constant intervention from administrators. In this role, you will lead and empower a team of engineers working to make Connect even more useful and valuable to its users, as well as extending its reach into new markets.
What you will own
- Managing a team of individual contributors and leading them in shipping value to our customers
- Maintaining the software development process, identifying and eliminating bottlenecks to empower the team to deliver with the least amount of friction
- Supporting the humans on the team, helping them to grow and flourish
What you will help with
- Collaborating with product management and technical leads to scope and plan projects and maintain the roadmap
- Working with QA leadership and other stakeholders to ensure that we set and meet our high quality standards
- Communicating about progress and obstacles across engineering teams in the company
What we will learn from each other
Depending on your background and expertise, some of these will be things you’ll teach us, and some will be areas where you will get to grow as part of the team.
- New perspectives on how to organize and design processes that help us deliver the best quality software in a way that also is sustainable for the humans involved
- Effective communication styles, both within the team, as in specifications and requirements docs, and with stakeholders, as in translating between user needs and technical work breakdowns
- A deeper understanding of cloud computing and integrations, particularly how they relate to data science workflows
- Differences between delivering a product that runs on premises versus a SaaS product and the implications of that difference for the development process
- The Posit products, both open-source and commercial, and how they empower our customers to do effective data science through code
Within one month, you will…
- Get to know everyone on the product team and become familiar with our current software development practices
- Start building relationships with your direct reports to understand their goals and how they align to the team’s objectives
- Dig into our issue backlog and product strategy and start connecting the dots
- Get familiar with the development culture and practices by reading code, reviewing pull requests, asking good questions, and engaging with the substance of our work
- Ship something small. Writing code won’t be a primary job responsibility, but getting your hands on the code at this stage will help you to better understand the context in which your team works.
Within three months, you will…
- Facilitate our regular cadence of software development and delivery, identifying ways to improve our workflows and processes
- Successfully guide the delivery of a high impact project
- Participate in planning and roadmapping to help the team identify our best opportunities
- Establish trust with your direct reports, be familiar with their individual growth plans, and start looking for opportunities to enable their ongoing career development
Within twelve months, you will…
- Coordinate major initiatives that span across multiple releases
- Give tactical guidance on how best to deliver complex projects
- Provide career development resources; grow leadership and enable technical achievement across the team
Working at Posit:
- We welcome all talented colleagues and are committed to a culture that represents diversity in all its forms.
- We prioritize giving ourselves “focus time” to get deep work done. We minimize meetings and attempt to operate asynchronously.
- We are a learning organization and take mentorship and career growth seriously. We hope to learn from you and we anticipate that you will also deepen your skills, influence, and leadership as a result of working at Posit.
- We operate under a unique sustainable business model: We have over 50% of our engineering dedicated to creating free and open source software. We are profitable and we plan to be around decades from now.
- Posit is a Public Benefit Corporation (PBC) and a Certified B Corporation®, which means our open-source mission is codified into our charter. As a result, our corporate decisions balance the community’s interests, customers, employees, and shareholders. Hear more about why we think this matters here.
APPLY HERE
by Ronald Barron | Sep 27, 2024 | Uncategorized
About the Role
Manager of Customer Support
Remote
Full Time
Customer Support
Manager/Supervisor
Job Description:
The Manager of Customer Support has a technical component that combines a passion for developing and leading teams, solving complex business problems, and ensuring delivery of superior customer support. This role is responsible for being an active mentor and coach, effective operational leader, zealous Voice of the Customer, and a data/process driven change agent. The Manager of Customer Support requires a balanced approach between the customer experience and business needs to achieve business goals and enable overall customer success. This is a 100% remote management level position.
Essential Functions:
- Holds “front line” responsibility for managing a Customer Support Team that delivers world class technical support to DealerOn’s customers, 3rd Party vendors, and Automotive OEMs (Original Equipment Manufacturer), Home or Legal customers.
- Apply principles, systems, tools, and data/analytical insights to sustainably improve key performance metrics (KPIs) and continuously drive operational efficiencies.
- Ensures customer’s KPIs and SLAs are communicated, understood, and implemented by all related cross-functional teams.
- Acts as a change agent as we evolve into a knowledge centric organization by contributing to the improvement of tools and processes that make customer support delivery easier and more efficient.
- Holds team accountable to the departmental performance metrics to assist with continuous improvement.
- Establish strong working relationships with other teams and cross-functional departments to identify opportunities to improve customer experience and drive business results.
- Ensures employee performance is in line with company standards, delivers performance evaluations and provides coaching and mentoring that fosters employee satisfaction and growth.
- Encourages team members to look for opportunities for process simplification and improvements through day-to-day coaching and leadership.
- Ensures depth and breadth of technical skills are maintained across the team to support customer demand.
- Ensures that the team is fully informed of all current information related to products, procedures, customer needs and company-related issues.
- Responsible for participating in the interviewing and hiring process of new employees within the department.
- Prioritize, own, and improve resolution on escalated customer issues and resolve quality concerns such as cases exceeding thresholds in contractual Service Level Agreements (SLAs).
- Understands the customers’ business goals to proactively anticipate future needs as they relate to their website and online marketing.
- Make decisions in a fast-paced, rapidly changing environment. This includes the ability to define, diagnose, and determine an appropriate resolution, recommendation, or decision while considering alternatives and factors (e.g., resources, impact, tradeoffs).
- Knowledge of and the capacity to follow systematic processes of ensuring the products, services, or methodologies meet specified requirements.
- Manage complex customer issues, coordinating appropriate technical personnel, defining workplan, deadlines and driving customer communications until customer has confirmed issue resolution.
- Act as SME and Single POC for a specific OEM and communicate requirements across teams and stakeholders as needed.
- Ability to address customer escalations and/ or platform-wide incidents that may occur after hours or weekends.
Qualifications:
- Bachelor’s Degree in computer science, marketing, project management, business administration, or equivalent program.
- 5+ years previous management experience including building and leading teams
- Excellent communication skills and the ability to present complex technical issues clearly and concisely to a general audience.
- Minimum 5-year record of accomplishment in meeting or exceeding metrics/quotas/KPI’s and receiving positive customer feedback.
- A high degree of customer service skills, technical aptitude, capability to triage, prioritize, and manage time sensitive tasks, while working in an innovative and challenging environment.
- Proficient in Microsoft Office and other business applications
- Experience with Salesforce/JIRA or similar customer and issue tracking systems
Preferred Skills/Experience:
- Previous experience in a Call Center or Help Desk environment.
- Working knowledge of HTML, CSS, and Bootstrap.
- Expert level knowledge of the automotive digital marketing industry or previous experience in legal or law offices.
APPLY HERE
by Ronald Barron | Sep 27, 2024 | Uncategorized
About the Role
Customer Success Manager II
Remote
Full Time
CSM
Mid Level
Job Description:
The Customer Success Manager II (CSM II) is an enthusiastic, organized and customer-focused individual on the Customer Support Team. The CSM’s overall responsibility is to build, maintain and grow our customer relationships by being their website performance specialist. The CSM II will use their OEM, product, and industry knowledge to address proactive and reactive customer requests and issues. The CSM II is expected to be a hard-working team member with goals to improve overall customer retention, and support experience we provide our customers. This is a remote, mid-level position.
Essential Functions:
- Manage customer accounts that compile of Ford, Lincoln, GM, groups, etc.
- Provide monthly product review (MPR) reporting and optimization recommendations to improve all aspects of the customers’ websites, utilizing the Specific OEM (i.e., FORD/Lincoln) MPR Deck to ensure all Service level agreements (SLA) are met
- Work with customers to analyze and review their digital performance in detail
- Complete website edits, and troubleshoot various issues or concerns to ensure that response and resolution service levels are met
- Ensure strategy and customer’s KPIs (key performance indicators) are communicated, understood, and implemented by cross-functional teams
- Understand the customers’ business goals to anticipate future needs
- Prioritize, triage, and communicate resolution on escalated customer issues and requests
- Manage multiple accounts simultaneously, tracking the status of each project, and updating all stakeholders
- Assist business leads in driving customer retention and identifying business growth opportunities
- Work alongside support roles to assist with case management and ensure that response and resolution service agreement levels are met.
- Complete various tasks assigned by leadership such as OEM project asks
- Assist in updating and creating knowledge base articles for the team on a consistent basis
Required Skills/Experience:
- Bachelor’s degree or equivalent experience
- Google Analytics Certified
- 2+ years of customer support or account management experience
- 1+ years of previous DealerOn experience, working in a customer-facing role
- Dependable, follows instructions and takes initiative to solve problems
- Strong ability to work with cross-functional teams in a complex, always changing environment
- Ability to react quickly and multi-task to meet changing department priorities
- Ability to de-escalate customer concerns and provide the best resolution for both the customer and DealerOn
- Proficient knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud
- Ability to think critically and contribute to improving team processes
- Capable of working effectively as part of a team, but also taking independent initiative
- Ability to work various shifts including evenings and weekends
Preferred Skills/Experience:
- Call or Contact center experience
- Knowledge of SEO, SEM, JIRA, CRM (Customer Relationship Management), and Salesforce
- 2+ years of DealerOn Experience
APPLY HERE
by Ronald Barron | Sep 27, 2024 | Uncategorized
About the Role
Senior Marketing Manager, Product & Campaigns
Fully Remote
Description
Rad Power Bikes, one of North America’s largest electric bike brands, is on a mission to get people onto bikes that are built for everything and priced for everyone.
We are seeking a Senior Marketing Manager, Product & Campaigns to define and lead Rad Power Bikes’ product marketing strategy to ensure our brand and products resonate with customers. You will be a liaison between Product Development, Marketing, and Sales. As the Senior Marketing Manager, you will effectively communicate and educate both our internal team members and customers about our products, programs and brand. This role will be responsible for utilizing market, sales and customer data to steer the product roadmap and develop product & brand positioning, messaging, and competitive differentiation. You’ll lead product launch planning and execution across divisions. This role will also lead and manage Rad Power Bikes’ marketing calendar, working with leads across Marketing, Ecommerce, Retail and Customer Support. This role will report to the Sr. Director, Marketing & Ecommerce.
The salary for this role is $100,000 – $150,000; however, we consider several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate’s work experience, education/training, and key skills.
Why You’re Rad (about you):
- 8+ years experience leading the development of go-to-market launch plans for new products and campaigns across departments
- You leverage consumer and market research, sales data, and customer feedback to identify product opportunities and inform go-to-market plans
- You’re able to draft briefs to communicate the value of new products/services (why), how they benefit the customer (who), leveraging research to best differentiate and represent the brand (how), creating thoughtful workback schedules to ensure on-time launch (when) in an effort to achieve measurable and defined objectives (what)
- You’ve worked with product development teams on product roadmaps and brought those products to market including developing product naming and messaging strategies that scale, differentiate, match brand voice, and resonate w/ customers and internal partners
- You are highly process-oriented and can manage complex projects, with clear communication throughout
- You are customer-centric to your core, considering their perspective and experience every step of the way, throughout their lifecycle, to inform your decisions
- Experience working in a fast-paced and dynamic environment that will require you to create processes and drive process improvements
What You’ll Do:
- Lead go-to-market planning and execution with cross-functional teams (annual calendar development & execution, audience alignment, creative briefing, etc.)
- Coordinating workstreams of cross-functional teams to ensure project milestones and deadlines are met – both for product launches as well as programs and other strategic initiatives
- Partner with the Product Development team on product roadmaps, from providing strategic recommendations to shape the long term roadmap to bringing approved products to market
- Act as a strategic liaison between Product Development, Retail, Commercial and Marketing
- Speak and present internally and prepare customer-facing content to promote the story of our product and brand
- Use consumer and market research data to inform product positioning and messaging strategies
- Gain insight into customer use of current products, untapped opportunities and buyer personas
Additional Requirements:
- BS in Marketing, Communications, Product Development or similar relevant experience
- Outstanding communication, presentation and leadership skills
- Excellent organizational and time management skills
- Sharp analytical and problem-solving skills
- Creative thinker with vision and attention to detail
You get bonus points for:
- Having led cross-functional go-to-market activities, such as product launches and integrated brand campaigns
- Experience at an omnichannel company
- Experience in the bike or outdoor industry
Had you been with us last month, you would have:
- Led the marketing team in creating the marketing calendar (campaigns, promos, content, product launches, etc.) for upcoming quarters
- Led integrated marketing planning with cross-functional teams to execute the marketing calendar
- Established workback schedules and task lists for a number of high-priority projects and campaigns, including product launches
- Helped plan the future product roadmap (2025 & beyond) as the product marketing lead, leveraging data/insights on consumer trends, and conducting surveys to extract relevant insights from consumers and the market
APPLY HERE
