Zensurance

Manager

• Lead, coach and develop Team Leads and individual contributors to ensure retention and customer service excellence.
• Deliver on team objectives by managing Team Leads and employees through regular 1:1, goal setting; planning and evaluating team activities.
• Establish and monitor Team Lead and employees' goals by providing consistent feedback.
• Assist with prioritization and delegation to ensure the team meets their goals.
• Subject matter expertise on coaching and driving results of team members.
• Work closely with the Associate Director of Accounts & Director of Accounts & Renewals to understand company goals, develop initiatives, and lead projects to deliver on goals.
• Build out, analyze and review existing processes to identify efficiencies and optimize team productivity.
• Manage and oversee all client and employee escalations to deliver on customer satisfaction.
• Work closely with Software Engineering teams and Business Operations to identify challenges and create solutions that will enable the streamlining of processes.
• Manage and track all aspects of customer experience and identify areas for improvement.
• Deliver internal information sessions to enhance insurance and billing knowledge.
• Develop and maintain meaningful working relationships with external insurance and financing partners.
• Ensure appropriate resource planning and support the hiring process through interviewing, onboarding, and training brokers.

Senior Manager – Accounts Retention

Full-stack Engineer

• Collaborate with project stakeholders and the development team to design, build, and implement scalable, user-friendly apps and libraries using Node, React, and Typescript.
• Collaborate with Product Management to examine, adjust, and break down roadmap items into epics and break down epics into discreet, actionable, appropriately sized tickets in the team’s backlog.
• Provide a technical perspective on organizational objectives within the team’s scope of activities. Analyze requirements, identify areas of concern, and provide recommendations based on your extensive technical background.
• Using POC models provided by Staff Developers, design and implement systems and infrastructure in accordance with the team’s vision and culture.
• Adhere to the organization’s security strategy using a security-first mindset.
• Discuss various strategies and architecture and highlight tradeoffs for potential solutions.
• Perform code reviews, ensuring that pull requests accurately reflect the acceptance criteria of the tickets they address.
• Use quality metrics to identify gaps in the testing strategy.
• Work with teams to recommend solutions that are in accordance with accepted testing frameworks.
• Manage and optimize the integration of third-party systems into our infrastructure while ensuring the reliability, performance, and security of these systems.
• Define and prioritize areas of technical debt and bugs, taking into consideration outcomes of the incident management process and addressing them with the team.
• Foster a culture of iterative deployability with awareness of cycle time and failure rates.
• Coach and mentor the development team and work to expand their technical knowledge and skills.
• Use a systematic approach to debugging to diagnose issues within the application.
• Write unit tests as well as higher-level tests to ensure application quality and stability.
• Consistently produce production-ready code that is easily testable, easily understandable, and accounts for edge cases and errors, using comments and other documentation strategies where appropriate.
• Follow Agile practices, suggest improvements, and participate in team events.
• Develop a strong understanding of the company’s goals and initiatives and help the engineering team deliver on those goals/initiatives.
• Ensure technical standards such as accessibility, performance, security, maintainability, functional correctness, operability and observability are observed in the modules developed and maintained by the team.
• Document decisions, research and guides to foster and build a culture of continuous learning and continuous improvement.

Senior Manager – Accounts Retention

Tech Lead, Business Acquisition & Tooling