Director, Technical Services

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Ecommerce infrastructure on the internet is fragmented and broken. Bolt is a world-class buying experience available for all online businesses. We're building a future where retailers can eliminate the massive operational overhead and technical debt associated with online checkout and payments, and where customers can buy instantly and securely across the internet. To solve such a large problem, we've put together an incredible team and are selectively adding to it. 


Bolt is looking for a Director, Technical Services to drive fast, efficient, and delightful technical delivery for new and existing customers. Working in partnership with leaders on the customer success, integrations, and sales teams, you’ll own the technical delivery process including: methodology, technical service offerings, integration development and services engineering resource management.


You’ll partner with other senior professional services leaders to ensure scalability and efficiency for Bolt’s technical services delivery function. You'll also work with company leaders and other stakeholders to provide feedback and ideas on issues which impact the merchant experience. Ideal candidates have the ability to understand the technical complexity, a keen sense for managing people, and a great ability to get stuff done. Deep curiosity and the ability to go above and beyond to tackle big problems are key!

Responsibilities:

  • Get deeply familiar with Bolt's platform and product offering
  • Manage the technical deliverables of strategic customer on-boarding projects 
  • Grow and scale technical services team to support company OKRs and initiatives
  • Mentor and coach individual contributors, team leads and managers
  • Partner with implementation services team to ensure engagements are staffed with required integration developers and other technical resources
  • Develop technical services offerings to support current merchant onboarding needs and iterate to support future scale
  • Help determine Bolt technical services tiers and scope for supported eCommerce shopping cart platforms
  • Collaborate with sales, solutions engineering and implementation teams to understand customer/merchant requirements and write services SOWs to reflect
  • Partner with merchant experience and support engineering teams to optimize integration plugin based on trending technical requirements and implementation challenges
  • Optimize the greater services delivery function for faster and more efficient implementations
  • Provide customers with advice and best practice on Bolt configuration and shopping cart design
  • Identify and tackle blockers to getting customers live quickly within implementation teams 
  • Be an escalation point for customers and work closely with implementation managers on resolving technical delivery issues

Requirements:

  • 6+ years experience in a technical services role at a B2B SaaS company
  • 3+ years of experience managing and coaching teams of technical resources
  • E-commerce or payments industry experience highly desired
  • Experience growing and scaling teams in a startup environment
  • Empathetic attitude with engineers and customers
  • Great communication skills
  • Process oriented mindsetIdeal candidates have either strong academic credentials or experience at a top employer
  • Consulting experience is a plus

Bolt is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.


Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. If you have a disability or special need that requires accommodation, please let us know.

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We're located in the heart of the SOMA with a quick walk to Union Square and awesome city views.

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