Director of Technical Solutions

Feedzai is the world’s first RiskOps platform for financial risk management, and the market leader in safeguarding global commerce with today’s most advanced cloud-based risk management platform, powered by machine learning and artificial intelligence. Feedzai is securing the transition to a cashless world while enabling digital trust in every transaction and payment type. The world’s largest banks, processors, and retailers trust Feedzai to protect trillions of dollars and manage risk while improving the customer experience for everyday users, without compromising privacy. Feedzai is a Series D company and has raised $282M to date. With a valuation of +$1.5B, the company's technology protects 900 million people in 190 countries. 

Feedzai has experienced massive growth over the past few years, and with that comes a need to adapt and change the way we deliver for our clients to scale and continue growing the business. The Director of Technical Solutions in LATAM is a critical leadership role that will enable that growth through deep experience, positivity, creativity, and grit. 

Living within the Customer Success (CS) Team, you are responsible for the LATAM and North American technical teams, including Engineering Managers, Tech Leads and Software Engineers, with dotted lines for Solution architects and Quality Assurance engineers. The way the team is structured, how they work and what they deliver. You will be in charge of making our clients happy and successful. Everything you do matters: all your team’s code, machine learning models, advisory, management, and other actions/roles will have a material impact on how our clients run their business and how effectively they manage financial risk and protect people from wrongdoing. You will work cross-functionally within the Customer Success Team and with other business units to deliver and constantly evolve by proposing well thought through, meaningful changes with strategic intent and execution to get ahead of what you see coming, not react to what is already happening. The good we do here can change the world—and it will—because we’re committed to building something extraordinary. 

Come and change the world with us! 

Your Day to Day 

• Responsible for a team of 32+ employees based in 3 offices (Atlanta, New York and San Mateo) in North America as well as remote in Brazil alongside 3 offices (Lisbon, Porto and Coimbra) in Portugal. 
• Direct and mentor a second line of people managers, who themselves are responsible for Individual contributors delivering for some of the largest banks and financial institutions (FI) in North America and LATAM. 
• Manage regional capacity and technical staffing needs in a quantifiable manner and are able to offer options and clear trade-offs when conflicts arise. 
• Work with your peers in the other Customer Success verticals, including regional Director(s) of Data Science, Delivery and Support on aligned delivery strategies and Operations. 
• Manage a payroll budget to alignment with the sales pipelines, working closely with CS Operations to monitor deviations and their impact to staffing needs.
• Act as a technical escalation point to Enterprise clients, contributing to get-well plans and subsequent lessons learned to avoid repeating the same scenarios.
• Work with Recruiting to establish local programs for continuous talent sourcing for multiple skill levels and role types, ensuring there are never cold pipelines for existing roles. 
• Work with the Head of Global Technical Solution on process and tooling, adapting for your region and ensuring adherence from your team. Consistency is absolutely critical to Feedzai’s growth through scaling, and this role must obsess over getting the team to a state of predictability. 
• Accountable for the technical health of a 45 client portfolio growing 40% annually.
• Collaborate with Pre-Sales and prospects to represent technical implementations and to design solutions that utilize the Product without defaulting to bespoke considerations. 

You Are & Have 

• Bachelor of Science in Computer Science, Master of Science preferred.
• 10 years in an Engineering Manager role where the teams delivered for more than 10 clients or business units. 
• You are a highly motivated and experienced hands on Engineering Manager or Engineering Director. You will be experienced in the full development life-cycle (analysis, design, testing, development and documentation), in both front-end and back-end technology stacks. 
• You’ve worked in a delivery capacity at a product company and understand how critical the relationship is with the product team, and can speak to methods you’ve used to build and strengthen it. 
• You participate in the technical community, both inside your company and externally. It’s critical you understand the importance of this at a rapidly growing company.
• You understand the different types of IT work (business, IT, change requests and unplanned) and are able to manage them appropriately to efficiency and predictability
• You recognize at the Director level that relationship building internally is critical for your department and your team. You realize this takes work and you put in the effort. You lead by example. 
• You are data driven, understanding what data is important and figuring out ways to capture it without creating overhead (in other words, you recognize the value of automating everything). You then are able to use that data to advocate for delivering efficiency and influence the Product roadmap towards that goal. 
• You have proven experience in building and maintaining reliable products and solutions.  
• You have proven leadership ability and are able to present ideas to both technical and non-technical audiences, at all levels of an organization.
• Knowledge and experience in CI/CD, TDD/BDD/ATDD and cloud based deployments (AWS required, Azure and GCP nice-to-have). 
• You are naturally curious and that leads you to stay up to date with the Product and its roadmap, and require that of your reports as well. You are constantly asking questions and seeking understanding and alignment. 

Who is a good fit for this role? 

Someone who embodies the following characteristics: 

• Empathy - You feel for the customer and the team, and the way you communicate and the decisions you make reflect this. 
• Grit - When the situation calls for it, you roll up your sleeves and get your hands dirty to get the job done. Circumstances are never ideal and you embrace this, gracefully towing the line between teaching a person to fish and feeding it to them on a platter.
• Patience - You don’t lose your cool and even in the most extreme crucial conversation, you maintain a sense of calm that others feed off of, both within Feedzai and externally.
• Experience - You’ve been there, seen that. Very little surprises you, and your toolbox is full, knowing exactly when to pull one approach over another for the situation at hand.
• Resourceful - You don’t have all the answers, but you know exactly where to go to find them without being told. You’re autonomous and solve problems creatively.

#LI-Remote #LI-JT1

Your First 30-Days at Feedzai:

You will be immersed in our brand with training, connections, and one-on-one time with your manager. You may shadow your colleagues virtually or onsite at an office depending on where you work as you are supported through your Feedzai journey. In addition, you will have access to a ton of information to give you history, context, and all the knowledge you can handle about Feedzai and the team. Finally, you will start working on projects and collaborating on work currently being done. We can't wait to have you join the team!

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Feedzai is an Equal Opportunity Employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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