THE ROLE & THE TEAM
The Engineering Manager leads a cross-fucntional team of frontend, backend, Salesforce, and applied scientists focused on Zalando's customer-facing self-help products. These products are critical to Zalando's success, serving 50 million customers across 25 European markets. The team's primary goal is to increase self-service capabilities and automation, empowering customers to resolve issues independently and efficiently handling millions of monthly queries. Success is measured by improved self-service rates, reduced contact volume, and increased customer satisfaction. The role involves collaborating with Product, Project Management, and process teams to build intuitive user interfaces and seamless customer journeys. The team works on high-scale consumer applications, driving innovation in AI and automation, and benefits from Zalando's large engineering community and culture of personal development. The impact of this team's work is highly visible to Zalando's executive leadership.
INCLUSIVE BY DESIGN
At Zalando, our vision is to be inclusive by design. And this vision starts with our hiring - we do not discriminate on the basis of gender identity, sexual orientation, personal expression, ethnicity, religious belief, or disability status. You are welcome to leave out your picture, age, or marital status from your application. We only assess candidates on their qualifications and merit.
We want to provide you with a great candidate experience. Feel free to inform us of any accommodations you may need, so we can best support you throughout the hiring process.
do.BETTER - our diversity & inclusion strategy: https://corporate.zalando.com/en/our-impact/dobetter-our-diversity-and-inclusion-strategy
Our employee resource groups: https://corporate.zalando.com/en/our-impact/our-employee-resource-groups
WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)
An Engineering Manager in this Customer Care product environment leads a team of 6-8 engineers with diverse skillsets (frontend, backend, Salesforce, and applied science). Reporting to the Head of Engineering, this role requires strong technical leadership to build scalable and reliable solutions. Key responsibilities include:
Technical Leadership: Guiding the team in developing robust and scalable solutions, potentially leveraging AI-powered technologies and automation within the Salesforce ecosystem.
Cross-Functional Collaboration: Working closely with product, project management, and process teams to deliver on strategic Customer Care initiatives. This requires effective stakeholder management.
People Team Management: Leading and mentoring a team of engineers, fostering a collaborative and high-performing environment.
Impact on Customer Journey: Focusing on building self-service solutions that improve the customer experience, making it seamless and intuitive for millions of users.
Technology Focus: Working with market-leading technologies and approaches, including AI and Salesforce, to build innovative solutions.
Strategic Contribution: Contributing to key Customer Care strategic initiatives and driving their technical execution. This includes building and scaling self-service solutions.
WE'D LOVE TO MEET YOU IF…
A seasoned Engineering Manager in a Customer Care product environment brings a robust set of capabilities, combining technical expertise, people leadership, and strategic thinking. This individual is not just managing a team, but actively shaping the future of customer interactions.
Technical Prowess: Deep understanding of modern software engineering principles, particularly within microservices and cloud-native architectures (AWS/GCP). Experience managing the scale and reliability of customer-facing applications, leveraging cloud platforms and CI/CD pipelines. Ideally, possesses familiarity with AI/ML concepts and their application in customer service, enabling them to guide the team towards innovative solutions.
Leadership & People Management: Proven ability to lead, mentor, and grow engineering teams. Excels at fostering a positive and productive work environment. Adept at performance management, career development, and conflict resolution. Can effectively scale teams to meet evolving business needs.
Strategic Thinking & Product Vision: Contributes to the product roadmap and strategy, aligning engineering efforts with business goals. Understands the customer journey and identifies opportunities to improve the customer experience through technology. Can translate business requirements into actionable technical plans.
Stakeholder Management & Collaboration: Excellent communication and collaboration skills. Builds strong relationships with product managers, designers, customer support, and other stakeholders. Effectively communicates technical concepts to non-technical audiences. Navigates complex organizational structures and influences decision-making.
Operational Excellence: Drives operational efficiency through process improvements and automation. Focuses on metrics and data to measure team performance and identify areas for optimization. Ensures the reliability and availability of customer-facing systems.
Customer-Centric Focus: Deep understanding of the customer care domain and a passion for delivering exceptional customer experiences. Prioritizes customer needs and advocates for customer-centric solutions.
If you think you have what it takes, we encourage you to apply even if you don't meet every single requirement. You may just be the right candidate for this or other roles!
OUR OFFER
Zalando provides a range of benefits, here’s an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer.
Employee shares program
40% off fashion and beauty products sold and shipped by Zalando, 30% off Zalando Lounge, discounts from external partners
2 paid volunteering days a year
Hybrid working model with 60% remote per week, actual practice is up to each team to best support their collaboration
Work from abroad for up to 30 working days a year
27 days of vacation a year to start
Relocation assistance available (subject to prior agreement)
Family services, including counseling and support
Health and wellbeing options (including Gympass)
Mental health support and coaching are available
Learn all about Zalando and our values here: https://jobs.zalando.com/en/?gh_src=22377bdd1us
