Director, Engineering (CRM)

Responsibilities:

Org Leadership & Team Building

• Build and execute hiring plans to close critical team gaps quickly, especially across under-resourced areas.
  Recruit, onboard, and mentor senior engineers and engineering leaders while creating an environment where new hires ramp quickly and succeed.
• Own talent outcomes: performance management, growth plans, retention, and creating a strong leadership bench.

Execution Ownership

• Balance platform health with product delivery—reduce toil, retire risk, and keep systems scalable.
• Establish strong engineering fundamentals across teams including code quality, observability, and operational readiness
• Drive delivery across CRM initiatives with high reliability and predictable throughput.

Customer-Obsessed Engineering Leadership

• Bring deep empathy for customers and their workflows; ensure CRM experiences are stable, intuitive, and trustworthy.
• Establish mechanisms to learn from customer pain signals including support insights, incident reviews, and quality metrics.

Cross-functional Partnership & “Single-Threaded Ownership”

• Partner with Product, Design, and peer engineering leaders to align priorities, sequencing, and outcomes.
• Represent CRM engineering in planning and tradeoff conversations—advocate for the right investments and timelines.
• Create clarity: what we’re building, why it matters, and how we’ll measure success.

Technical Leadership

• Be hands-on enough to guide architecture and technical direction through your Engineering Managers and Staff Engineers
• Raise the bar on system design, performance, scalability, and operational excellence in CRM services and UI surfaces.
• Establish and track engineering/platform KPIs (quality, reliability, velocity, hiring health) for the CRM pillar.
• Drive long-term platform investments that enable the CRM infrastructure to support continued growth

Requirements:

• 12+ years of software engineering experience with 3+ years in engineering leadership, including managing managers.
• Proven track record building and scaling teams in a high-growth, high-ownership environment.
• Strong execution and operating cadence: planning, prioritization, delivery, and accountability across multiple teams.
• Customer-first mindset with high empathy, strong judgment, and ability to make tradeoffs that protect user trust.
• Technical depth to guide architecture, reliability, and long-term platform investments.
• Excellent communication and cross-functional influence—able to align Product/Design/Engineering and drive decisions.

What Success Looks Like (First 6–12 Months)

• Teams are staffed toward plan (key gaps closed), and onboarding/ramp produces consistently effective engineers.
• Clear ownership and operating rhythm across the three CRM sub-areas; delivery becomes more predictable.
• Measurable improvements in CRM quality/reliability (fewer regressions, faster detection, better incident hygiene).
• CRM platform health improves through reduced technical debt and stronger performance and scalability signals.
• EMs are thriving with strong coaching, clarity, and autonomy—your org runs smoothly without constant escalation

Preferred Qualifications:

Experience owning large “core product” surfaces (CRM, data-heavy SaaS, workflow products).
Experience scaling systems and teams in a high-traffic SaaS environment.
Experience with microservices architectures and platform modernization in fast-growing companies.