Technology Operations Manager
Our Company
Afterpay is transforming the way we pay by allowing customers to receive products immediately and pay for their purchases over four installments, always interest-free. The service is completely free for customers who pay on time - helping people spend responsibly without incurring interest, fees or extended debt!
Afterpay is offered by more than 55,000 of the world’s best retailers and has more than 10 million active customers globally. In the U.S. more than 5 million customers use Afterpay and is offered by more than 15,000 of the top fashion and beauty retailers across the country - including Anthropologie, Forever 21, DSW, GOAT, Finish Line, Levi’s, Mac Cosmetics, Ray-Ban and many others. We are currently available in Australia, New Zealand, the United States and the United Kingdom where the brand is called Clearpay. Our U.S. headquarters are located at the heart of the retail and business district in San Francisco, California.
Afterpay is on a mission to power an economy in which everyone wins.
About the Team
Afterpay’s technology was home-grown in Australia, and we’re now building our tech teams in both Melbourne and San Francisco. We’re team players, committed to fast-paced quality work, and we’re looking for people who are keen to be part of something new as it rapidly grows to sky-high limits. This role sits within Technology Operations, which is a global operational team managing the service level of the Afterpay platform coordinating between technology teams (our internal vendors) and external vendors. This team is Technology’s external customer layer; ensuring that customer and merchant SLAs are sustained throughout internal and external change.
What you’ll be doing
-As a Technology Operations Manager you will be responsible for end-to-end coordination of both proactive and reactive change responses - deployments, rollbacks, migrations, scheduled maintenance, degradations, service interruptions and outages
-You will lead the coordination of both the resolution stream and the communication stream of incidents and service disruptions
-This line of responsibility runs from first-line investigation and diagnosis through to incident management and on to post-incident review and closure
-You will be joining a small global team of Tech Ops Managers based in time-zones around the world as ---Afterpay builds out it’s 24 - 7 follow-the-sun service model
-You will be collaborating with a cross-section of internal engineering / product teams as well as external vendors in all areas of platform service
-You will serve as a coordinator for customer and merchant teams, bridging the service gap between front-line teams and engineering
Key responsibilities will include:
-Problem Management | Incident Management
-Managing the lifecycle of an incident within the evolving framework, coordinating between internal and / or external vendor teams
-Coordinating communication streams and escalating items for decision, Service Visibility Generate performance metrics - uptime, latency, error-rate, throughput - across all service lines
-Producing the various incident, weekly and monthly reports
-Managing the service-related communication with vendors (internal /external) and partners
-Building and maintaining operational relationships within the organisation – functional and global
-Maintaining and managing the change calendar - Deployments, Migrations, Changes, Maintenance, Campaigns, Promotions & Market Events Service Evolution
-Continually grading service lines - settlement, payment, portal, checkout, app - by performance and maturity
-Continuing to enhance and evolve the operational and incident framework – system, process, assets and practices
-Identifying areas of opportunity for incremental improvements in our operational framework and lead delivery through to the realisation of those improvements
About You
-Exceptionally detail-oriented with excellent documentation and written communication skills
-Diligent, cautious, deliberate and analytical mindset
-Experience in a client-facing / B2B environment is essential
-Proven experience within incident management in a high availability systems environment (finance, payments, telco, Saas etc.)
-Passionate about customer experience and enjoys having customer-facing responsibility
-Demonstrable track record of successful operational management
-Experience in problem-solving and issue resolution are critical - Systems and Operations background - Environments, SDLC, Branches, Releases, Rollback, Rollforwards, Patches, Hotfixes etc.
-Sound knowledge in using operational toolsets in monitoring, logging, alerting Splunk, SumoLogic, NewRelic, LaunchDarkly, VictorOps, PagerDuty
What We Offer
• Competitive compensation packages
• Medical, Dental, Vision insurance (100% covered!)
• Fun virtual company events & collaborative team
• Supportive, laid-back environment
• Award winning culture
How to Apply
If you are brave, if you are committed to doing the right thing, if you always keep it real, and your background matches the description above then please apply today!
Afterpay is continuing to hire for all open roles with all interviewing and on-boarding done virtually due to COVID-19. All new team members, in addition to current staff, will temporarily work from home until it is safe to return to our offices.