Role Description We are seeking an experienced and visionary Director of Engineering to lead engineering excellence across our high-impact product vertical of CRM products at a fast-growing, AI-first SaaS company. This is a senior leadership role at the intersection of people, technology, and delivery — responsible for shaping how we build, who builds it, and how fast we move. You will own the full technical lifecycle of your vertical: from architecture and system design to team performance and delivery cadence. You will be a champion for modern AI Engineering Development Methodology, embedding AI-assisted workflows, tooling, and thinking into the DNA of your teams. What You’ll Do - Technical Leadership & Architecture - Own end-to-end technical strategy for your product vertical, aligning architecture decisions with business and product goals. - Drive system design, scalability planning, and architectural governance across your engineering teams. - Establish and evolve engineering standards, patterns, and best practices for a cloud-native, SaaS environment. - Lead technical design reviews, ensuring quality, security, and performance considerations are embedded from inception. - Evaluate and introduce emerging technologies — particularly AI/ML platforms, LLM integrations, and AI-enabled developer tooling. - People Leadership & Organizational Development - Hire, develop, and retain high-performing engineering talent across multiple squads or pods within your vertical. - Build a culture of psychological safety, continuous learning, and engineering craft. - Provide coaching, career development, and growth paths for engineers at all levels (IC to Staff/Principal). - Foster an inclusive team environment that values diverse perspectives and ways of working. - Manage engineering managers and/or senior technical leads, investing in their development as leaders. - Delivery Excellence & Operational Rigor - Own delivery outcomes for your vertical — velocity, quality, reliability, and predictability. - Partner with Product Management to translate roadmaps into technical plans with clear milestones and risk identification. - Drive agile or continuous delivery practices, continuously improving team flow and cycle times. - Define and track engineering KPIs (DORA metrics, defect rates, on-call burden, etc.) and hold teams accountable to them. - Oversee incident response, post-mortems, and systemic reliability improvements. - AI Engineering & Innovation - Champion AI Engineering Development Methodology across your vertical, including: - AI-assisted code generation, review, and documentation workflows (e.g., GitHub Copilot, Cursor, Claude Code). - LLM integration patterns, RAG architectures, and AI-powered product features. - Prompt engineering and evaluation frameworks embedded in the SDLC. - AI observability, responsible AI practices, and guardrails in production systems. - Drive experiments with agentic engineering workflows to accelerate development throughput. - Stay current with the AI/ML ecosystem and serve as a thought partner to CTO and product leadership on AI strategy. Qualifications - 10+ years of software engineering experience, with at least 5 years in engineering leadership roles. - Proven track record managing engineering managers and multi-team organizations. - Experience working in a high-growth B2B SaaS or large-scale enterprise environment with multi-tenant architecture. - Deep experience building and scaling SaaS products in cloud environments (AWS, GCP, or Azure). - Strong foundation in distributed systems, API design, data architecture, and DevOps/SRE practices. - Demonstrated ability to balance technical vision with practical delivery execution. - Track record of building and sustaining high-performing, inclusive engineering cultures. Preferred Qualifications - Experience with AI Engineering Development Methodology, LLMOps, or AI-native product development. - Familiarity with modern AI tooling: LangChain, LlamaIndex, vector databases, fine-tuning workflows. - Hands-on experience integrating AI/ML capabilities into commercial software products. - Background in building platform capabilities (internal developer platforms, shared services). - Prior experience as a Staff/Principal Engineer or Architect before transitioning to leadership. Benefits - Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance. - 401(k) match after 60 days, 100% vested after 1 year. - Employer contribution to your HSA, plus an HRA to help offset your deductible. - Instant access to flexible vacation with a ‘take what you need’ policy. - Company rewards and recognition that can be redeemed for personalized gifts and experiences. - 8 hours of Volunteer Time Off each year. - 8 hours of Rest, Relax, Recharge time for mental health care. - Access to mental well-being resources for yourself and your dependents. - Fully paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively. - Paw'ternity Leave and Pet Bereavement policies. - Caregiver Leave: four weeks of fully paid time away from work. - $50 monthly home data stipend, plus a home office sign-on bonus of $250. - Fertility care support options. - Access to financial experts for informed decision-making. - Direct Student Loan Payment Program, some qualifications and eligibility rules apply.

• Support customers via voice and chat using Amazon Connect • Deliver a positive experience through empathy, patience, and clear communication • Resolve customer issues using AWS tools specifically Amazon Connect and Connect Assistant, following defined call flows • Accurately document interactions and manage follow-ups • Handle multiple tasks in a fast-paced call center environment • Collaborate with teammates and escalate complex issues as needed • Work assigned shifts, including weekends and holidays • Participate in ongoing training and continuous improvement

Role Description The Customer Experience Supervisor is responsible for overseeing the daily operations of the customer service department, providing leadership, support, and development to staff. This role involves managing personnel needs, including hiring, training, coaching, and evaluating employees, while contributing to decisions on termination, compensation, and promotions. The supervisor monitors and enhances customer service performance by analyzing feedback, identifying process improvements, and implementing strategies to meet or exceed service goals. Additional responsibilities include: - Enforcing company policies - Mentoring team leads - Developing training programs - Managing call center schedules - Resolving escalated inquiries - Compiling reports - Analyzing budgets and financial data - Ensuring operational efficiency and customer satisfaction Preference to hire from within the current WM CE Team. Supporting Eastern & Central time zone market areas. Essential Duties and Responsibilities - Provides day-to-day management and support to customer service staff. - Oversees personnel needs of the customer service department including selecting, coaching, and training employees and evaluating employee performance. - Provides input into termination, compensation, and promotion decisions. - Monitors and evaluates customer service performance. - Identifies operational issues and process improvements, and implements strategies to improve performance. - Monitors call center schedules, training time and performance forecasts to ensure service levels remain at or above set goal. - Evaluates customer feedback through various channels. - Identifies process improvements and implements performance improvement mechanisms. - Communicates and enforces company policies and procedures. - Develops and implements customer service performance standards. - Mentors Lead Customer Service Representatives. - Determines training needs and establishes programs. - Compiles all customer service reporting requirements. - Develops and analyzes budgets, reports, and financial data. - Investigates and resolves escalated customer service inquiries. Supervisory Responsibilities - Direct supervision of 18 full-time employees. Qualifications - Education: High School Diploma or GED (accredited) - Experience: 5 years of relevant work experience - Call center or customer service experience and supervisory/management skills required. Requirements - Must live and work in the US. - None required for certificates, licenses, or registrations. Work Environment - Normal setting for this job is: Remote/ Supporting Eastern & Central time zones. - The expected pay range for this position across the U.S is $65,700 - $83,800K. Benefits - Competitive total compensation package including Medical, Dental, Vision, Life Insurance, and Short Term Disability. - Stock Purchase Plan. - Company match on 401K. - Paid Vacation, Holidays, and Personal Days. Company Description WM is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company provides collection, recycling, and disposal services to millions of residential, commercial, industrial, medical, and municipal customers throughout the U.S. and Canada.

Role Description Our client is a premium Australian medispa business focused on delivering luxury beauty, wellness, and treatment experiences. They are now seeking to hire a CRM Coordinator to support their growing medispa division. This part-time, remote role is highly focused on database management, client communication, and booking conversions, serving as a vital link in converting marketing interest into clinic appointments. Job Responsibilities - Client Engagement & Booking Conversions - Call new leads generated through online marketing campaigns to introduce services and secure bookings. - Proactively book clients into clinic appointments in a warm, professional, and sales-driven manner. - Follow up on incomplete bookings and general client enquiries via phone and email. - Reengage and reactivate lapsed or inactive clients from the CRM database. - Identify existing clients with unused treatments or upcoming rebooking opportunities. - Appointment Coordination & Admin Support - Manage appointment confirmations, reminder calls, and daily schedule updates. - Conduct proactive follow-ups for client no-shows and handle swift rescheduling. - Maintain exceptionally accurate CRM notes, updating client files and communication histories. - Manage daily follow-up lists and action scheduling tasks efficiently. - Provide proactive updates and pipeline reporting to management regarding booking outcomes. Qualifications - Strong verbal and written English communication skills with a clear, professional phone manner. - Proven experience in a call centre, appointment setting, or phone-based sales administration role. - Sales-driven mindset with a natural ability to engage customers and handle objections. - Highly organised with strong attention to detail and data accuracy. - Intermediate to advanced proficiency in managing CRM systems and appointment scheduling platforms. - Ability to multitask, manage busy follow-up workflows, and work independently. - Available to work part-time hours (20 hours per week) aligned with Australian Eastern Standard Time (AEST) business hours. - Reliable home office setup including an i5/Ryzen 5 processor (or above), 8GB RAM, dual monitors, a noise-cancelling headset, and a stable internet connection with a backup option. Nice-to-Have Skills - Prior experience working within the medispa, beauty, wellness, or luxury retail industries. - Direct experience supporting Australian clients, businesses, or local consumer markets. - Familiarity with Google Workspace or the Microsoft Office suite. Benefits - Permanent work-from-home set-up. - Dayshift (Australian business hours). - Full-time job. - HMO. - Annual leave. - Christmas Bonus equivalent to 1 month's wage (pro-rata).