Engineering Manager

About MyOperator:

MyOperator is a Business AI Operator, a category-leader that unifies WhatsApp, Calls, and AI-powered chat & voice bots into one intelligent business communication platform. Unlike fragmented communication tools, MyOperator combines automation, intelligence, and workflow integration to help businesses run WhatsApp campaigns, manage calls, deploy AI chatbots, and track performance - all from a single, no-code platform. Trusted by 12,000+ brands including Amazon, Domino's, Apollo, and Razorpay, MyOperator enables faster responses, higher resolution rates, and scalable customer engagement - without fragmented tools or increased headcount.

Role Overview:

We are seeking a Customer Success professional to lead and oversee the Customer Success department for our SMBG clients. This role involves managing a team Customer Success Executives. You will be responsible for driving end-to-end customer journey - from onboarding to product adoption, engagement, and retention - while building scalable processes suitable for a high-volume customer base.

Key Responsibilities:

• Lead and mentor team of Customer Success Executives.
• Drive customer onboarding, adoption, retention, and satisfaction across SMBG clients.
• Develop and implement customer success strategies and playbooks tailored for high-volume SMB customers.
• Implement and scale tech-touch engagement models for effective customer coverage.
• Develop strategies to drive deep product adoption and showcase the value of MyOperator's solutions (Cloud IVR, Call Center Software, WhatsApp API, etc.).
• Monitor health metrics, churn signals, and client escalations; design proactive action plans.
• Collaborate with Product, Sales, and Support teams to ensure a seamless customer experience.
• Deliver regular business reviews and performance reports to leadership (CEO and senior stakeholders).
• Continuously optimize processes to enhance team productivity and customer outcomes.

Qualifications:

• 3-6 years of proven experience in Customer Success / Account Management within SaaS, Telecom, CPaaS, or Cloud Communication.
• Minimum 2+ years of direct experience leading Team Leaders / Managers.
• Strong exposure to managing high-volume SMB customer bases.
• Excellent strategic thinking, problem-solving, and analytical skills.
• Tech-savvy mindset with experience implementing automation or tech-touch models.
• Experience in reporting to senior leadership (CEO/VP-level) is highly desirable.
• Exceptional communication and stakeholder management skills.

Join us at MyOperator and be part of a dynamic team that is transforming the way businesses communicate. We offer competitive compensation, comprehensive benefits, and ample opportunities for growth and career advancement. Apply today and embark on an exciting journey with us!

Benefits:

• Career growth opportunities in a fast-growing SaaS company.
• A competitive salary and performance-based incentives.
• A dynamic, inclusive, and collaborative work environment.
• Significant opportunities for professional growth and career advancement.
• The chance to make a real impact on thousands of growing businesses in India

Mandatory (Experience 1): Must have 5+ years of hands-on designing experience especially in print and visual communication projects.

Mandatory (Experience 2): Must have proven conceptualisation and visualization skills, with the ability to convert briefs, raw data, and ideas into engaging visual creatives while maintaining brand messaging and design consistency.

Mandatory (Experience 3): Must have client interaction and team management experience, including coordinating with designers, art directors, project managers, and clients to ensure timely and high-quality creative deliverables.

Mandatory (Tech Skills 1): Must have strong knowledge of design principles, typography, color theory, layout design, and print production standards, with the ability to sign-off or review final deliverables.

Mandatory (Tech Skills 2): Must have hands-on experience in handling multiple creative tools and design workflows independently

Mandatory (Portfolio): Strong portfolio of Print Media / Creative Portfolio showcasing branding, marketing collaterals, brochures, presentations, or other high-quality visual design projects that demonstrate conceptual thinking and software proficiency.

Mandatory (Work Environment): Must be willing to work full-time from office and be flexible for rotational monthly shifts (including night shifts) as per business requirements.

Role & Responsibilities

Extract insights from large datasets to support data-driven decision-making

Develop and automate routine dashboards for daily, weekly, and monthly KPI tracking

Conduct custom analyses to optimize user onboarding, activation, conversion, and retention funnels

Cohort users and track actual and predicted Lifetime Value (LTV)

Build forecast models and create meaningful alerts for business leaders

Collaborate with cross-functional teams to define short and long-term strategic focus areas

Provide actionable insights and recommendations to relevant teams

Create, standardize and maintain documentation frameworks and taxonomy across businesses

Ideal Candidate

Expertise in data analysis tools (SQL, Excel, Python, R), dashboard creation and visualization platforms (Tableau, Power BI among others) for effective reporting at various organizational levels

Excellent communication skills with the ability to influence stakeholders at all levels with the agility to work autonomously and collaboratively within a team environment

Proven ability to translate complex analytical concepts into clear, actionable insights for non-technical stakeholders

Strong background in statistical analysis and experimental design for robust hypothesis testing

Experience with A/B testing tools and methodologies in digital product environments

Skill in creating and maintaining comprehensive documentation systems

Requirements:

• Hands-on working knowledge and experience is required in:
• Extensive experience working on C#, . net and. net core frameworks
• Extensive experience working on React, Javascript and Typescript
• Relational Databases (SQL Server, Oracle, PostgreSQL, etc. )
• NoSQL Databases (Mongo, Cloud Spanner, etc. )
• Agile Methodologies (Scrum, TDD, BDD, etc. )
• Experience working with distributed teams across regions and time zones
• Strong organisational skills
• Display detailed, critical, quality-oriented, skeptical thinking about the product
• Experience with several of the following tools/technologies is desirable: GIT, Jira, Jenkins, SharePoint, Visual Studio Code.
• Microservices Architecture, Domain Driver Design, Test Driven Development is a bonus
• Design Patterns and implementing the Design Patterns
• Development of Complex Application and System Architectures
• Data Structures and Algorithms using Typescript, C# and. NET
• Experience working in Google Cloud will be a big bonus as all our systems are in the Cloud 7
• Knowledge of REST and gRPC API's is a bonus
• Knowledge of the following technologies is a plus:
• Continuous Integration and Continuous Delivery Tools like GitHub, Git, etc.
• Containerisation Technologies (Docker)

Solution Architect

10+ years of experience in leading solution architecture & technical development. A bachelor's degree in Computer Science, Engineering, or a comparable field from an accredited institution.

Key Responsibilities

• Enable customer to realize their stated IT vision and strategy

• Lead development of solution architecture and design across a set of applications or an application/product family within an enterprise

• Provide guidance/consultancy for the execution and delivery of project from a solutioning and technology perspective

• Provide a strategic solutioning perspective to a project/engagement

• Demonstrate strong leadership skills and astuteness

• Design and Architect end to end solutions content that characterizes what products or services are being proposed and how these services will be delivered

• Estimate for Project or Program Management and or technical effort to drive scope and produce deliverables

Required Knowledge and Skills

• Deep understanding of the Software development, mobile development, application support, cloud, mobility and infra services.

• Should be proficient with the languages, tools, and frameworks core to software development, mobility iOS or Android development

• Demonstrate very strong skills in documenting architecture and preparing technical papers to explain architectural motivations/strategy or rationale

• Create technology focused roadmap for a set of projects within a program

• Must have an understanding of various Architectures and frameworks

• Produce estimates for the whole program using estimation methodologies and customizations appropriate to the program

• Work closely with project/program manager and advise on execution methodology/strategy, timelines, resources and project commercials

• Excellent interpersonal and communication skills

• Experience in agile methodologies and best practices

Demonstrated experience in Development, unit test application modules based on specified design using PHP, AngularJS, NodeJS, HMTL5, CSS, J2EE/DB2 technologies using Agile Methods