At Mambu, the Support area is where our customers turn to for all their operational queries. As the Engineering Director in charge, you’ll oversee multiple teams dedicated to delivering a delightful customer experience, from the initial interaction right through to resolving any issues. Your leadership will be hands-on, with Engineering Managers reporting to you. You’ll collaborate closely with the entire organisation and our customers to understand their needs and shape Mambu Support accordingly.

As an Engineering Director, your daily focus will revolve around ensuring our customers’ satisfaction and helping your teams continuously enhance their service. Your role is all about fostering a highly motivated and engaging atmosphere within our Support teams, all while staying true to Mambu’s values.

You’ll have the opportunity to represent Mambu in conversations with both customers and various departments within our organisation, consistently demonstrating our unwavering commitment to putting the customer at the forefront of everything we do.

What you’ll do

Your mission is to:

• Build an area and support culture where being bold and embracing challenges is a norm:

• Set ambitious goals that are future focused and exciting. Teach the team to plan backwards and make it happen.

• Promptly make decisions and bring visibility of the challenges. Collaborate with your teams and peers to find the best solutions.

• Encourage challenging conversations in your teams by continuously sharing strategy and near term plans. Include every team member and get them onboard with our goals.

• Lead from the front in challenging situations. Be present and active in operational issues, help your team to understand Mambu customer perspective and collaborate with other areas.

• Put customer obsession at the centre of the daily life in the area:

• When building Support strategy and making decisions for the future, Mambu customers are put in the centre.

• Be a customer voice in the entire organisation. Challenge team decisions and bring customer perspective in daily tasks.

• Ensure prioritisation of deliveries based on the long term value for Mambu customers and not the quick wins that create technical debt.

• Represent Infrastructure Services and wider Product & Engineering organisation in conversations about bespoke solutions and engineering challenges.

• Drive accountability of the results and seek excellence in the services your area delivers:

• Highest quality of services is not optional. Ensure that all services delivered by the team match the standard.

• Establish metrics driven performance tracking. Build the culture in the teams of full ownership and accountability for the customer services provided. Track the performance, embed them in the daily life of every team.

• Be transparent and vocal about the technical challenges and limitations. Work with your teams to continuously improve and address the gaps.

• Encourage accountability at every level. Bring transparency in the teams about decisions that work or do not work, create a culture where accountability is the default and the lack of it is addressed.

• Deliver results through collaboration and by working as One Mambu:

• Build and drive Mambu Support strategy that is highly aligned with the requirements of other areas and parts of the organisation.

• Have challenging and constructive discussions about the direction and decisions for specific customers. Ensure this across all layers of your area.

• Act as a conversation facilitator in support discussions between areas and teams. Ensure that every cross-team decision is made together and not in isolation or for the benefit of a single team.

• Treat every Mambuvian as your stakeholder. Build that culture in your teams.

• Create a culture, where growth and curiosity is highly encouraged and celebrated:

• Establish career paths for your teams. Create opportunities to grow vertically and horizontally.

• As a leader, understand the ambitions of your direct reports and your teams. Work with other areas to align and support the growth not only in your area, but in other teams as well.

• Create a strong culture of timely feedback. Celebrate successes and talk about failures, teach your teams to do it every day.

• Be yourself and embrace the difference:

• Create a culture of diversity and inclusion. Encourage different opinions and perspectives.

• Ensure bias-free recruitment process and task distribution in your teams.

• Be open, respectful and authentic.

What you’ll bring

Your experience includes:

• Track record of leading Level 1 and Level 2 support teams operating 24x7 across different regions, cultures and time zones. Ability to establish trust, transparency and accountability in your teams and with your peers. Lead a leader experience is a must.
• Experience in building teams, establishing new regions and transferring knowledge.
• Experience with Technical Account Management discipline.
• Experience in driving an organisation wide changes.
• Experience with building and running support at scale.
• Excellent collaboration skills within and outside organisation. Hands-on experience in managing relationships with partners and vendors.
• Proven ability to lead from the front, get down to the very detailed level if needed and be present when teams need your support.
• Understanding of the B2B model and perks of working directly with businesses.
• Clear communication skills. Ability to simplify complex messages, switch between business and engineering language and adopt communication style based on the audience.

Mambu’s future We are a diverse group of Mambuvians, and we are growing fast. Our eyes are on the future, and we believe we can use our technology and our talent to deliver banking experiences for billions that are also sustainable and inclusive and accessible.

Your future We’re also focused on delivering a fantastic working experience for all Mambuvians. We pioneered the 4 day working week between June - August many years ago, and continue to innovate around how work should feel and how it should get done. Our Mambu Deal is how we articulate this relationship of support and dedication which drives us all forward.

The base salary for this position is €10.400 gross (before taxes) monthly. This is a full-time equivalent target rate for Lithuania only. Actual rate offered will vary depending on the nature of the role and the breadth of skills and expertise the candidate brings to the role relative to existing Mambuvians. For the rest of the locations where we advertise this role, the starting salary will be discussed during the recruitment process.

To stay on top of the latest Fintech trends and our success stories, please follow us on LinkedIn.

To experience more of the Mambu culture in action, you can follow us on Facebook, Instagram or YouTube.

_