Senior Manager, Technical Enterprise Resolution

Summary

Join Guild, a company committed to expanding opportunities, as a Senior Manager, Enterprise Resolution. This role involves overseeing the investigation and resolution of Tier 2 incidents and support tickets. You will lead a team, fostering collaboration and problem-solving. Responsibilities include monitoring team performance, synthesizing incident trends, and developing system knowledge. The ideal candidate possesses 7+ years of professional experience and 3+ years of people leadership experience. Guild offers a competitive salary ($130,000-$160,000) plus stock options and comprehensive benefits.

Requirements

• 7+ years of professional experience as a strong systems thinker and an engaged problem solver, with demonstrated capability to traverse many systems and teams to understand root cause, enable cohesive issue resolution, and continuous improvement/learning as a result
• 3+ years of experience as a people-oriented leader, who believes in and fosters a transparent and feedback-rich environment, and is comfortable pushing forward thinking across the organization
• Experience in managing high-impact issues with the ability to clearly synthesize and communicate across all levels from individual contributors to executives
• A strong belief in measuring what matters, with experience in developing operational metrics, methodologies for measurement, and driving towards the common goal

Responsibilities

• Oversee investigations for Tier 2 incidents and support tickets, defining the day to day processes and expectations, while providing team specific support where needed (ex: highly complicated incidents or tickets)
• Monitor team performance metrics and adherence to SLAs to ensure delivery against business objectives and goals
• Synthesizes incident and ticket trends and insights for cross-functional partners to drive process, product, operational, and technological improvements
• Understand Guild's business processes to identify risks and streamline resolutions
• Develop system and data knowledge to guide technical problem analysis
• Promote a culture of strong problem-solving and collaboration within the team
• Build effective relationships with cross-functional peers to drive high-level cross team goal alignment as well as tactical process improvements etc
• Onboard and train new members of team as needed
• With an eye towards consistent improvement, evolves and refines incident and ticketing policies, frameworks, methodologies, documentation strategies, etc

Benefits

• Access to low-cost, high-quality health care options through Cigna and Kaiser (due to coverage limitations, Kaiser is currently only available in CA & CO)
• Access to a 401k to help save for the future
• Open vacation policy for employees to rest and recharge
• 8 days of fully-paid sick leave, to take the time to heal and or recover
• Family-friendly benefits, including 12 weeks of parental leave for non-birthing parents and 18-20 weeks for birthing parents; 4-week ramp-up period for when employees return from a leave of 6 weeks or more; as well as employer-paid short-term and long-term disability, employer-sponsored life insurance, fertility and caregiving benefits
• Well-rounded wellness benefits including free and low cost mental health resources and financial wellbeing support services
• Education benefits and tuition assistance to help your future development and growth