Director of Engineering for Customer Success

  • Viasat
  • San Jose, CA, USA
  • Jul 08, 2021

Job Description

Bigger challenges. Bolder ideas. Global impact. At Viasat, we are on a mission to deliver connections with the capacity to change the world. We are the company behind the world's fastest satellite internet service, with technology that is helping to bridge the digital divide and improve life for our customers around the globe. By providing powerful new ways for people to connect with one another, gain greater access to education, entertainment, medical research, commerce, and much more, our team is empowering millions of customers worldwide.The mission of the Customer Success group is to bring to life world-class digital products and experiences to our customers. We work closely with designers, product managers, and strategists to concept, prototype, and execute on a range of digital products. We proactively interact across all departments and levels to negotiate and plan the best approaches to deliver exceptional experiences. The group is a key enabler of making Viasat the most customer friendly ISP on the planet.Our methodology emphasizes hands-on skills and an obsession with the user. The Customer Success group is composed of keen problem-solvers with the ability to interpret business requirements and transform them into digital properties that span through multiple businesses.The Director of Engineering for Customer Success provides senior leadership to the group acting as the linchpin between the bigger organization, the technology solutions for our digital products, and the delivery capabilities. You know how to balance ambiguous and competing requirements while improving on the group's utilization of best practices as well as emerging technologies. You will actively mentor and develop the group's leadership to ensure team members continue to grow and engage in new challenges. Reporting to the company CIO, you will leverage modern technologies across the company to make the customer experience a positive differentiator for Viasat. A positive outcome would be making the company synonymous with user friendly products.We are growing rapidly and looking for passionate, innovative professionals to join our team and connect the world to more. You will work in a collaborative, global and inclusive environment that values diverse perspectives and continuous learning and provides industry-leading benefits with unmatched opportunities for career growth. Our team is fearless in pursuit of innovative ideas and uncompromising in our quest to become the world's first truly global Internet Service Provider. What we expect from you:You establish and implement the vision and organizational strategy for the customer success group.Introduce and deploy technology to reduce friction at each stage of the customer journey.A track record for being able to diagnose problems within complex systems.An understanding of organizational and architectural alignment and the ability to change and influence one another.You care deeply about the quality of the software/systems your teams build. You have an artisan mindset and are always looking to improve your and your team members' craft.You can strike the right balance between idealism and pragmatism.You have excellent problem solving and interpersonal skills. You use a systemic and thorough approach and can react quickly and effectively when needed.You have excellent communication skills. You can make clear technical and organizational presentations to stakeholders.You can communicate and successfully implement business and strategic objectives to all levels of your group.You enable your group to explore and negotiate across departments and levels advocating for the solutions that will best suit our users.You enable your group to get technical and business buy-in from talented stakeholders.You provide pragmatic senior-level leadership on product development work.You guide and mentor other leaders from your group.Qualifications15+ years of experience in engineering fields. 10+ in leadership positions.Experience with objective-driven management and governance. Particularly OKR.Experience with Agile methodologies. Preferably SCRUM.Experience with organizational design. Preferably Team Topologies and DevOps Patterns.Solid grasp of architectural concepts in relation to Micro-frontends and Microservices as well as design patterns around them (i.e. API gateways, federated services, service meshes, observability, resilience, discoverability, etc.)Strong empathy and interpersonal skills to lead and inspire hundreds of people.Experience leading digital transformation.Strong technical background. Preferably in frontend development (familiarity with React or similar frameworks.Understanding of components, responsive design, design systems, state management, and routing as these apply to bigger architectural problems is recommended.Demonstrated understanding and ability to lead the implementation of automated workflows.Experience leading the and inspiring the design of distributed and non-homogeneous APIs (preferred GraphQL and OpenAPI)Experience extracting and emerging useful metrics from Git repositories and Jira flows.Experience rolling out deep DevOps practices such as CI/CD and observability via monitoring applications and infrastructure.Strong organizational skills and eye for detail.Strong interpersonal skills and ability to navigate organizationally.Ability to communicate complex concepts to a variety of audiences at various levels of the organization.To learn more about this site and other office locations, please clickhere!

Additional Requirements and information

Minimum education:
BA/BS or equivalent experience

Years of experience:

Up to 10%

US Citizenship or Permanent Resident Status required


Worker Classification:

At Viasat, we consider many factors when it comes to compensation, including the scope of the position as well as your background and experience. The starting salary for this position is $229,250 annually, but an offered salary may be higher depending on your skills, qualifications, and experience. This position may also be eligible for other cash or stock incentives, including Viasat's Employee Stock Purchase Program, which allows Viasat employees to purchase Viasat stock at a discount. Learn more about Viasat's comprehensive benefit offerings that are focused on your holistic health and wellness.

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