Senior Manager, Technical Enterprise Resolution

Summary

Join Guild as a Senior Manager, Enterprise Resolution and oversee the investigation, scoping, and triage lifecycle of Tier 2 incidents and support tickets. Lead the team in understanding Guild's business context and processes, developing a comprehensive knowledge of Guild systems and data, and fostering a strong problem-solving, cross-functional collaboration, and customer-centric mindset. Ensure the team effectively scopes, validates, and resolves or triages Guild incidents, engineering support tickets, and exception requests. Monitor team performance metrics and adherence to SLAs. Synthesize incident and ticket trends and insights for cross-functional partners. Develop system and data knowledge to guide technical problem analysis. This role offers a competitive total compensation package, including a base salary of $125,000 - $160,000, and stock options.

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