Favor Delivery

Full-stack Engineer

• Recommend changes to processes and tools at the engineering organization level based on industry standards, patterns, and practices.
• Lead architectural design and help other engineers to understand system/application designs.
• Work with engineering across all disciplines and product management to plan solutions for large features; eliminate barriers to scale through technology and process and providing building blocks of world-class applications and services.
• Understand company goals, and develop technical solutions, vision, and strategy to advance the company's goals and strategy.
• Responsible for all phases of development, testing, and deployment of web applications, back-end services, databases, and data warehouse.

Senior Staff Software Engineer, Tech Lead

Account Manager

• Manage and grow a book of business for Favor’s enterprise level partners including National brands and Convenience
• Represent Favor and ensure high quality customer service by proactively reaching out to clients, responding quickly to concerns or questions, and quickly solving problems based on strategic prioritization.
• Understand Merchant Partner needs and build and create actionable plans utilizing data, to deliver results to our top Merchant Partners.
• Develop a deep expertise around on-demand service, our competitors, our markets, and how it impacts our Merchant Partners.
• Work cross-functionally with internal teams to represent and promote our Merchant Partner needs and ensure they have the best possible experience working with Favor.
• Help create a partnership process to ensure a great experience working with Favor and guide partnerships through marketplace and last-mile products and services.
• Identify merchants who could benefit from a higher tier package, missing partnered locations, meaningful co-branding, and/or various promotions, and engage in the appropriate sales conversations and negotiations.
• Draft, negotiate, and send agreements or proposals for new growth opportunities, including unique marketing proposals coordinated with Favor’s Marketing team
• Consistently achieve monthly, quarterly, and yearly goals.
• Review and report on customer retention, business opportunity and market trends to understand and react to the challenges impacting our merchants.
• Developing medium to long-range sales plans and preparing strategies to protect, grow, and diversify the relationship with a defined group of existing customers

Key Account Manager

Engineering Manager

• Manage a team of individual contributors, including responsibility for 1:1s, giving regular feedback, performance management and career development conversations
• Empower the team to deliver their very best
• Facilitate goal-level creation across the broader function and work with other managers to support team-level goal setting
• Understand the fundamentals of the business and ensure the technical roadmap aligns with the business opportunities
• Identify and implement enhancements to standards, processes, and tools
• Evaluate new technology solutions and partnerships to accelerate the engineering and product organization
• Collaborate closely with product management and engineering as equal stakeholders in the product development process
• Participate in architectural design and coordinate with other software engineering managers as needed to maintain a consistent approach across the suite of applications
• Consistently strive to improve collaboration and communications
• Partner with leaders to identify and plan capabilities required to meet customer needs
• Collaborate with product managers and stakeholders to determine priorities and impact

User Researcher

• Plan and execute end-to-end research studies using a variety of methods (user interviews, quantitative surveys, sentiment measurement, MaxDiff, PCA/conjoint), and other research methods to gather insights into user behavior, needs, and preferences within the delivery services domain.
• Collaborate closely with cross-functional teams (including product managers, designers, engineers, marketers, and data analysts) to identify research objectives, design research plans, and develop user-centric solutions.
• Create and maintain research artifacts such as research briefs, discussion guides, usability test scripts, and research reports; ensure findings are effectively communicated and documented.
• Advocate for the user by actively participating in design reviews, brainstorming sessions, design sprints, and other collaborative activities; champion user-centric insights throughout the organization.
• Present results regularly to cross-team creative peers, engineers, and key stakeholders.

Senior UX Researcher

Director

• Own and evolve the product strategy for the Discovery and Engagement part of Favor’s Consumer roadmap
• Drive and scale product-led growth initiatives across the early part of the customer journey
• Grow, manage, and mentor the team of product managers that ladder up to your part of the roadmap
• Establish and develop the north star of the product narrative for your domain
• Develop and evolve the OKRs, product strategy, and roadmaps for your area
• Oversee the process, resource management, and execution of your team
• Coordinate company-wide communication about the roadmap
• Ensure that market insights and conditions inform product direction

Director, Product

Manager

• Own, and be responsible for, the full workforce management cycle, including but not limited to: forecasting, capacity planning, scheduling, real-time monitoring, and reporting for our Favor contact center teams (onshore and offshore) providing support via Phone, Chat, Email and Tickets.
• Lead the analysis of historical volume trends across all contact channels to generate short- and long-term demand forecasts that support staffing and operational planning.
• Regularly review and translate forecasts into actionable staffing models that align with service level agreements (SLAs), productivity goals, and budgets.
• Regularly evaluate, design, and propose efficient Specialist schedules; you’ll own and manage the actual shift bid process (up to several times per year), and ensure coverage meets demand fluctuations.
• Review, recommend and implement workflows/staffing models that result in higher efficiency, lowered cost and better agent utilization across our contact center teams.
• Own and oversee our hourly team member PTO process (and approvals/denials) based on capacity, ensuring balance between business coverage and team flexibility.
• Proactively own and Identify the need for overtime (OT) or voluntary time off (VTO) based on demand. To that end, you’ll manage reporting and tracking of hours to support operational efficiency and cost control.
• Directly manage, coach, and support a high-performing team of Workforce Management Real-Time Coordinators, providing regular feedback, development opportunities, and performance assessments while fostering a culture of excellence and accountability.
• Partner closely with offshore BPO WFM team to ensure our shared goals are achieved and we are maximizing productivity and performance.
• Provide detailed reports, dashboards, and trend analysis to inform executive decision-making and drive continuous improvement.

Senior Staff Software Engineer, Tech Lead

Key Account Manager

Engineering Manager

Senior UX Researcher

Director, Product

Manager, Workforce Management