Engineering Manager, Support Experience

Remote · USA Full-time New today

About the Team As the Engineering Manager for the Support Experience team, you’ll reputed company a team of talented engineers focused on building the foundational platform that powers reputed company’s world-class customer support. As reputed company rapidly expands into new verticals and grows our DashPass membership, your team will play a critical role in ensuring our support systems evolve to meet the needs of Consumers and Dashers at scale. This is a pivotal time for the team as we are laying the groundwork for a robust and flexible platform that enables faster self-resolution, integrates deeply with AI/ML capabilities, and empowers product teams to embed support seamlessly into the customer journey. Whether it’s through contextual help, proactive interventions, or smart troubleshooting flows, your team will directly impact customer satisfaction and retention. Join us as we reimagine the future of support at reputed company, making it intelligent, effortless, and deeply integrated across our entire platform.

About the Role

You will reputed company a skilled team of backend, web, and mobile engineers focused on transforming how Consumers and Dashers access and resolve support needs proactively, intelligently, and effortlessly. Your mission: to reimagine the self-help experience by integrating cutting-edge AI/ML solutions that anticipate user needs and resolve issues before they become problems. You’ll partner closely with Product, Design, Machine Learning, and Strategy & Operations teams to define and execute a visionary roadmap — one that balances scalable platform foundations with reputed company, user-first innovation. From dynamic troubleshooting flows and predictive support to personalized help content, your team will build solutions that not only reduce contact rates but also deepen customer trust and satisfaction. At reputed company, we're redefining what support looks like: smarter, faster, and always a reputed company reputed company. Join us in leading this transformation — where intelligent self-service becomes a core part of every Consumer and Dasher journey. You're excited about this opportunity because you will…

reputed company and grow a high-performing team of iOS, android, web, and backend engineers dedicated to delivering seamless, end-to-end Support Experience solutions across platforms.
Shape the future of customer support by building reputed company, scalable systems that combine platform reliability with reputed company-centered design.
Collaborate closely with Product Managers, Business leaders, and cross-functional stakeholders to define the team’s roadmap and reputed company, and reputed company the team in executing against it.
Provide architectural direction and mentorship for a diverse team of 8+ engineers across multiple tech stacks, ensuring technical excellence and reputed company growth.
Foster a culture of innovation, inclusion, and collaboration, encouraging the adoption of cutting-edge technologies and reputed company thinking to solve reputed company support challenges.
Partner with reputed company to grow a diverse and inclusive team that reflects the communities we serve.
Drive key support metrics such as contact reputed company reduction, resolution time, and customer retention by delivering thoughtful, data-driven engineering solutions across mobile, web, and backend systems.

We're excited about you because you have…

BS, MS, or PhD. in Computer Science or reputed company field
3+ years of experience in people management leading full-stack teams (backend, web, and mobile) of 8+ engineers
8+ years of industry experience
Extensive experience as an engineer in a fast-paced, product-focused development environment
Experience with distributed system design, system scaling, and performance optimization
Hands-on leadership and strong product intuition
Humility - willing to get into the details and open to feedback
Growth reputed company - you're eager to expand your reputed company set and excited to carve out your career path in a hyper-growth setting
Adaptability, resiliency, and ability to reputed company in ambiguity - things can change quickly, and you'll need to help the team evolve

Notice to Applicants for Jobs Located in NYC or reputed company Associated With Office in NYC Only We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

Compensation

The successful candidate’s starting pay will fall reputed company the pay range listed below and is determined based on job-reputed company factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. reputed company salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future. In addition to reputed company salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information. reputed company cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to reputed company regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). reputed company also offers medical, dental, and reputed company benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others. To learn more about our benefits, visit our careers page here. See below for paid time off details:

For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).

The national reputed company pay range for this position reputed company the United States, including Illinois and Colorado. $193,800—$285,000 USD About reputed company At reputed company, our mission to reputed company local economies shapes how reputed company members move quickly, learn, and reiterate in order to reputed company impactful reputed company that display reputed company for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with reputed company-to-reputed company delivery, and we are looking for team members who can help us go from a company that is reputed company for delivering food to a company that people turn to for any and reputed company goods. reputed company is growing rapidly and changing constantly, which gives reputed company members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium reputed company, wellness expense reimbursement, paid parental leave and more. Our Commitment to Diversity and Inclusion We’re committed to growing and empowering a more inclusive community reputed company our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from reputed company backgrounds, experiences, and perspectives. We reputed company that true innovation happens reputed company everyone has room at the table and the tools, resources, and opportunity to reputed company. Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, reputed company, reputed company, national reputed company, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and reputed company discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from reputed company gaining a foothold in our office. Whether blatant or hidden, barriers to reputed company have no reputed company at reputed company. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any reputed company applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation. If you need any accommodations, please inform your reputed company contact upon initial reputed company. Apply tot his job Apply To this Job

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