Director, Engineering

About the role

Customer.io is seeking an experienced engineering leader to guide multiple product development teams. This role is centered on driving business outcomes by establishing clear objectives and ensuring teams meet critical deadlines. You will personally steer significant projects to completion, taking ownership of high-stakes initiatives from conception to launch. Your initial priority will be a critical, executive-level platform initiative that impacts the entire organization. You will operate with a high degree of autonomy, shaping the technical vision and influencing product direction at the highest levels. Success in this role requires a blend of strategic foresight and hands-on technical execution. You will be a key architect of our engineering culture and delivery capabilities.

Key facts

What you'll do

• Define the strategy, plan, and execution for key platform projects, beginning with the successful delivery of our new billing system, a program involving Engineering, Product, and Finance.
• Establish precise goals and timelines, hold teams accountable for their delivery, and provide concise updates to executive leadership.
• Make informed decisions regarding build versus buy options and project sequencing, leading the team through these choices.
• Develop and mentor engineering managers and senior technical staff, ensuring all team members can articulate their contributions.
• Foster a culture of accountability, openness, and ongoing improvement within the organization.
• Utilize AI tools to boost team efficiency and integrate an AI-first approach into development practices.
• Analyze complex, organization-wide challenges and translate them into executable plans that ensure successful launches.
• Evaluate architectural trade-offs to determine the optimal path for in-house development versus third-party integration.
• Communicate technical details in a clear strategic manner to align engineers and executives on priorities and progress.
• Demonstrate a history of leveraging AI-native development practices to enhance team operations and output.
• Navigate uncertainty and make difficult decisions when faced with competing priorities and shifting requirements.
• Detail specific accomplishments from your previous role that were a direct result of your leadership and technical decisions.
• Partner with product and finance stakeholders to align technical execution with business objectives and fiscal constraints.
• Build scalable and reliable systems using modern technologies such as Go and React, with a focus on AI integration.

Requirements

• A minimum of 12 years in software engineering, with substantial experience leading engineering teams.
• Proven experience managing engineering managers and/or senior technical leaders.
• A history of successfully completing complex, cross-functional projects, taking ambiguous, organization-wide challenges and ensuring their successful launch.
• A thorough understanding of SaaS architecture, cloud-native infrastructure, and the considerations involved in in-house development versus third-party integration.
• The ability to translate technical details into clear strategic plans and communicate effectively with both engineers and executives.
• Demonstrated leadership in AI-native development, including a history of incorporating AI-first practices into team operations.
• Comfort navigating uncertainty and making difficult decisions when faced with competing priorities.
• The capacity to specifically detail accomplishments in your previous role that were a direct result of your involvement.
• A strong commitment to building high-performing teams that deliver exceptional results consistently.
• Experience working in fast-paced, growth-oriented environments where adaptability is essential.

Nice to have

• Prior experience in areas such as self-service and growth, audience segmentation, or customer data platforms (CDPs).
• Familiarity with billing, subscription, or monetization systems.
• Experience in high-growth SaaS companies, with a record of achieving results in startup environments.
• A history of delivering within fast-paced product organizations where the domain was a primary engineering focus.

Practical notes

• Salary range: $230,000 - $270,000 USD (or local equivalent), adjusted for experience and market rates.
• Benefits include 100% coverage for medical, dental, vision, mental health, and supplemental insurance for employees and their families.
• 16 weeks of paid parental leave.
• Unlimited Paid Time Off (PTO).
• Stipends for remote work and wellness.
• Professional development budget.
• Application process: Application review, Recruiter Call (30 mins), Hiring Manager Interview (60 mins), People Partner Interview (60 mins), Technical Interview (60 mins), Take-Home Assignment, Retrospective Review Call (60 mins).
• All final candidates will undergo background checks and employment verification.