Implementation Operations Manager (Remote)
We are seeking an Engineering Manager to lead our growing Operations and Implementation team. This role is responsible for managing a team to meet business expectations surrounding the system implementation of new clients, product changes, and additions for existing clients. This individual must be creative, client focused, team player, organized, and able to thrive in a dynamic environment.
This role champions a proactive, anticipate-and-prevent approach — both personally and across the team — fostering a culture where critical issues are identified and addressed with urgency before they escalate. The position is responsible for directing and managing workflows that drive continuous quality improvement. Working cross-functionally, this leader will promote meaningful change to deliver exceptional service to internal and external customers.
At First Dollar, we believe in empowering engineers to build a smarter health benefits platform - one where human expertise is amplified, not replaced, by AI tools. We seek engineers who have demonstrated experience using AI responsibly to accelerate their development workflow, improve code quality, and solve complex problems more efficiently.
Our engineering team is built on the principles of humans over code. We are a tight-knit group of lifelong learners in a constant quest to be a team that is greater than the sum of its parts. Come join us!
Duties & Responsibilities
- Lead a team of software engineers to develop and support application code in accordance with established standards.
- Set short to medium term technical direction, creating plans to help achieve goals
- Respond to internal support requests from various teams and assist in troubleshooting and fixing technical issues such as executing data corrections, processing funds transfers and settlements, and overseeing money movement and remediation efforts.
- Conduct initial investigation and debugging of reported problems, escalating when necessary
- Leverage and contribute to internal documentation and runbooks to resolve technical issues independently
- Identify and route unresolved issues to the appropriate engineering or product teams for further action
- Monitor operational dashboards, error logs, and alerting systems to ensure system health and performance and address ongoing technical issues.
- Conduct root cause analysis on reported problems and document findings
- Act as a liaison between staff and cross functional teams, including management, business partners, plan sponsors, etc., communicating quality results, trends, ideas, and solutions.
- Leverage AI as a tool, not a replacement - Candidates are expected to understand that AI is a power productivity multiplier while maintaining engineering judgment, and ensuring AI generated code meets quality standards
- Work in an Agile framework to identify and automate solutions that result in enhanced developer experience and increased developer productivity.
- Stay abreast of emerging technologies, industry trends, and best practices in solution architecture and technology innovation.
- Other duties as assigned
Supervisory Responsibilities
- Provide direction, guidance, and support to a team of employees. Set clear expectations, delegate tasks, and ensure effective communication within the team.
- Evaluate employee performance, provide feedback, and conduct performance reviews. Identify areas for development and create plans to enhance team members' skills.
- Remove barriers for the team, ensuring team members have all the tools, resources, and context to execute.
- Active coaching of the team and developing individual development plans for all team members.
- Overcome challenges and conflicts that arise within the team or projects.
- Make decisions that balance various factors and contribute to the overall success of the organization.
- Cultivate relationships with clients, partners, and other departments to facilitate collaboration and achieve common goals.
- Recruit, interviews, hires, and train new team members.