Process and Risk Manager

Sailthru is one of the fastest growing SaaS companies in NYC. Our retail and publishing customers are among the largest organizations worldwide and they use our platform to provide a connected customer experience across today’s ever growing list of channels, platforms and devices.

The Sailthru Process and Risk Manager at Sailthru will serve as the main point of contact to coordinate engineering activity in our production environment, playing an independent and impartial leadership role in Sailthru’s technical risk assessment process. The right candidate for this role is a technical expert interested in overseeing engineering process and risk management rather than coding on a day-to-day basis. This individual will have significant technical knowledge as well as operational experience and will be comfortable acting as the owner of the change management processes in the engineering organization. This person will have experience with in-house data center management as well as technical management in a high volume/high throughput 24/7 system. This individual’s mandate will be to ensure 1) a high level of quality is being achieved in our software production and; 2) that the processes that support said production ensure reliability and; 3) that the production and deployment process is efficient, low risk, and highly scalable. This individual is excited to lead a Company initiative focused on 1) increased awareness, visibility and communication and; 2) improved process and quality management for system changes across all technical teams within Sailthru. This individual will have a track record of success acting as a technical expert, leader, innovator and collaborator in a high-growth software company.

* Oversee technical processes change/evolution happening on a day-to-day basis, making judgment calls on opportunity, risk, and reward associated with these choices as well as the implied/associated resource allocation. * Partner with Scrum Master, Engineering Leadership, Engineering Sprint Teams, Database, Development Operations, and Data Science Teams as well as our Support Escalation team on technical best processes. * Establish rules and best processes with development, QA, operations and database engineering leads to de-risk both release changes and also infrastructure and systems modification/updates. * Coordinate with engineering leadership to develop processes that meet the objectives of the Risk Management role in a way that is supportive of forward momentum, agility, and flexibility in the development cycle. * Own our Daily Health Check change assessment process and all other processes used to manage risk. * Own the development post mortem process including the review, analysis, assessment and ongoing investigation attendant to the post mortem process; ensure the identification of key learnings and the development of associated action plans. * Develop close feedback loop with QA team to augment the inputs into diligent risk assessment. * Ensure that the voice of the customer, via Support and CS teams, is carefully considered as an input into the decision-making process around risk assessment; carefully balance opportunities, risks, and rewards. * Work with engineering, product and customer support teams to ensure overall system reliability, performance and quality. * Take key learnings and apply them back into process initiatives; own reporting and analytics around bug tracking, root cause and origination, and feature requests; coordinate with existing stakeholders and operate with existing processes vis-a-vis bug/feature development and tracking. * Work closely with engineering and QA to understand and test for capacity planning and fault tolerance. * Research industry best practices for software development processes and risk management processes. * Assist in defining and refining engineering process, reporting, and decision-analysis across the technical and support functions

* Experience building software and managing development processes * Demonstrated success liaising and collaborating with leaders across all functions and levels of seniority * Demonstrated success as an internal change agent and “diplomat” * Proven track record of delivering high quality products (with references). * Demonstrated track record getting to know complex technical systems and architecture, demonstrating sensitivity to and appreciation of potential downstream impact of changes * Track record as a builder; comfort creating process and plans from the ground up, driving communication, building consensus and asking for/drawing together resources as needed. * Referenceable record of bringing care, respect, and a solutions-oriented mindset to every potential discussion/debate/problem solving sessions * Experience with linux and linux-shops, as well as mongo, php, java, memcache, activemq is a plus, but not a requirement. **Desired Traits/Skills:** * Innate diplomacy skills; ability to influence others and build consensus across disparate stakeholders * Extraordinary communication skills; ability to discuss/untangle/explain/present technical and non-technical issues to technical and non-technical teams * Strong overall technical skills; demonstrated technical agility and sophistication; ability to quickly learn our backend architecture, understanding how existing components inter-relate * Unyielding attention to detail; this person is a natural investigator and fact checker and is innately curious * Agility and comfort both acting independently and working closely with a team * Excellent leadership and coaching skills * Ability to debate and disagree in constructive manner * Innate curiosity; shows visible and consistent desire to innovate, improve, and solve problems **Necessary Credentials:** * BS in Computer Science or equivalent preferred * 5+ years of Engineering experience * 2+ years of Engineering Process Management experience * B2B and SAAS experience preferred