Manager, Engineering (Legal)

Position Summary     

GEICO is seeking an experienced Manager, Engineering with a passion for managing complex programs across multiple departments and teams. You will help drive our insurance business transformation as we transition from a traditional IT model to a Tech organization with engineering excellence as its mission, while co-creating the culture of psychological safety and continuous improvement.

Position Description

This role is a key member of the Legal Technology organization working across the organization to provide friction-less experience to our customers and maintain high standards of our support and QA teams. The team will oversee the daily operations of both support and UAT QA teams, ensuring efficient and effective processes. This role requires a strategic thinker with strong leadership skills and a deep understanding of engineering principles and practices.  Experience with Legal systems is a strong plus.

Position Responsibilities

As a Manager, Engineering (Support and QA) within the Legal Technologies domain, you will: 

• Lead and manage the engineering Tier1 and Tier2 support/QA team, providing guidance, mentorship, and support.
• Develop and implement operational strategies to optimize productivity and efficiency in leading UAT QA teams in testing of legal technology products.
• Collaborate with the legal technology engineering and operation teams to manage support escalations and test automations.
• Be a strong thought leader in Site Reliability engineering, Operational excellence, DevOps & SecOps Principles.
• Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement corrective actions.
• Responsible for leading the Tier1 and Tier2 production support teams across legal technology products in collaboration with engineering teams.
• Collaborate with the applications teams to understand their pain points around performance, resiliency and formulate strategies to address recurring issues in a sustainable way.  
• Cultivate a culture of motivation and achievement, building and maintaining trustful relationships with team members.
• Leverage your knowledge of operational and LEAN practices/principles to streamline organizational and team processes to increase efficiency and effectiveness.
• Stay up to date with current software engineering and site reliability best practices
• Leverage experience in support and technology to support existing applications or expand the support & UAT models to include new ones to support the Legal Department.

Qualifications 

• Detail and deadline oriented with effective organizational and analytic skills
• Hands-on engineering support and QA manager with strong understanding of Site Reliability Engineering, DevOps and SecOps principles
• Proficiency in Project Management and work item management tools such as Azure DevOps, Share Point and Portfolio
• Develop and execute a comprehensive support strategy that aligns with business objectives. 
• Identify and implement process improvements to enhance efficiency and customer satisfaction. 
• Manage and optimize support tools and technologies. 

• Establish and monitor key performance indicators (KPIs) to measure team performance and customer satisfaction. 
• Provide regular reports on support performance and customer satisfaction to management. 
• Analyze customer feedback and support channels to identify trends and areas for process improvement. 
• Implement and maintain standard operating procedures (SOPs) for customer support
• Develop and oversee comprehensive QA strategies and templates for test plans, scripts, and execution plans, ensuring thorough testing coverage across all stages of the software development lifecycle
• Experience in Observability platforms (e.g. Grafana), application monitoring tools and performance analysis techniques.
• Excellent verbal/written communication skills, including the ability to clearly document findings, proposals, issues, and status
• Ability to communicate and work directly with business leaders across Technology and Legal
• Experience managing & growing technical leaders and teams.
• Effective leadership qualities, ability to influence without direct management authority
• Outstanding time management skills and attention to detail
• Experience solving analytical problems with quantitative approaches
• Ability to excel in a fast-paced, startup-like environment
• Self-motivated and able to work independently while coordinating activities with cross-divisional teams.

Experience 

• 8+ years of professional software engineering support and leading testing experience, including software development lifecycle best practices 
• 6+ years develop support teams, strategies and metrics
• 4+ years developing UAT strategies, test plans, scripts, and execution plans 
• 5+ years of hands-on work experience supervising personnel in a technical environment  
• 3+ Experience using GitHub, Jira or Azure DevOps or similar solutions.
• 2+ years' experience with automated testing including Unit, Integration, and End-to-End functional testing
• Excellent understanding of Agile - Scrum/Kanban methodologies with Scrum/PMP certification a plus
• Microsoft DevOps Engineer Expert or AWS Certified DevOps Engineer is plus

Education 

• Master’s or Bachelor’s degree in Computer Science/Information Technology, Business Administration or Management.

Annual Salary

The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.

Benefits:

As an Associate, you’ll enjoy our Total Rewards Program* to help secure your financial future and preserve your health and well-being, including:

• Premier Medical, Dental and Vision Insurance with no waiting period**
• Paid Vacation, Sick and Parental Leave
• 401(k) Plan
• Tuition Assistance
• Paid Training and Licensures

*Benefits may be different by location.  Benefit eligibility requirements vary and may include length of service.

**Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.

The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.