[Hiring] Director of Customer Solutions Engineering @Rocket Companies

Role Description

The Director, Customer Solutions Engineering (CSE) is responsible for managing multiple teams and overseeing the company’s results in providing services to its customers. The position focuses on:

• Ensuring that projects are completed on time, within budget, and with exceptional quality.
• Resource allocation for individual teams.
• Building and leading teams to deliver for customers while ensuring quality control throughout engagements.
• Ensuring continual skills growth, adaptability, and flexibility to respond to the dynamic needs of customers.
• Managing teams across four disciplines: Solutioning, Project Delivery, Engineering, and Operations.

The Director, CSE will hold primary responsibility for one of these functions and is expected to be heavily engaged with leadership and teams representing all disciplines.

Qualifications

• 10+ years of experience in client satisfaction/customer success in a software services delivery organization.
• 8+ years’ experience managing teams supporting services pre-sales, project management, or software engineering.
• Strong process development and management skills with proven organizational re-engineering experience utilizing industry best practices.
• Experience leading onboarding and professional services functions.
• Experience with global teams, customers, and deployments.
• Inclusive leadership style that solicits and is receptive to input from team members but is also decisive once inputs are obtained.
• Ability to work in a high-volume, fast-paced, and demanding environment.
• Experience with Mainframe or IBMi business application solutions is a plus but not required.
• Experience with a variety of technologies applicable to business applications is a plus but not required.

Requirements

• Adapts to changes in the work environment, manages competing demands, and deals with frequent changes, delays, or unexpected events.
• Prioritizes and plans work activities, uses time efficiently, and develops realistic action plans.
• Proficient in leading a team of customer-facing consultants and engineers.
• Excellent communication skills, both internally and externally, in various formats and circumstances required for a senior, customer-facing role.

Benefits

• Commitment to an inclusive workplace environment.
• Equal opportunity employer.
• Support for professional and technical skills growth of each team member.
• Background and reference checks included in the hiring process.
• Reasonable accommodation for individuals with physical and mental disabilities.