Engineering Manager, Support & Customer Service


Posted Date
Job ID
Job Function
Information Technology
REI City
REI State
REI Location
Seattle HQ
Remote Eligible
Please visit the Covid-19 Hiring Updates before applying
What's cool about this job
REI is committed to becoming a fully inclusive, antiracist, multicultural organization. To fulfill our brand promise of enabling a life well-lived outside for everyone, we are seeking candidates who demonstrate shared values of diversity, equity, inclusion, and antiracism. 

This is an exciting opportunity in REI’s Customer and Marketing Platform team to help lead a strong team of technology specialists in enhancing the Sales and Customer Support experience for our agents while ensuring the viability of the technologies in place for the team. 

In this role, you will support our Sales and Customer Support team, managing the integration of various technologies in the S&CS ecosystem.  If you are passionate about working with your business partners to find innovative solutions, leading agile teams that center on continuous delivery, automation, and making a difference in inspiring people to spend more time outdoors – this is the job for you!  
  • Lead agile teams in delivering high performance solutions
  • Collaborate with Business Partners and peers in solving unique business problems
  • Define the technological roadmap for several business capabilities 
  • Lead the team in continuous improvement
  • Create a strong, mutually supportive work spirit and culture where people can do their best

Bring your passion and expertise
  • Demonstrated experience in challenging and inspiring others to provide customer centric solutions 
  • Demonstrated experience in leading incremental and continuous improvement of software engineers and project managers through differing means
  • Possess a broad understanding of the technologies in the Sales and Customer Support domain (Gladly, Alvaria, Intrado as examples)
  • Bachelor’s degree or related experience in technology related discipline
  • 5+ years’ experience in a technology position
  • Demonstrated ability in translating technical discussions for non-technical partners
  • Demonstrated ability in translating non-technical requirements in to technical speak for engineers
  • Experience in managing to a budget
  • Demonstrated ability to collaborate with business partners
  • Ability to effectively manage multiple tasks, set priorities and manage to critical deadlines
  • Ability to present information effectively to all levels of staff and leadership
  • Ability to negotiate contracts and agreements with vendors and service providers in the information technology business
  • Demonstrated curiosity in the latest innovations in retailers and their omni-channel capabilities 

REI hires, trains, and promotes regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law.  We remain deeply committed to making the Co-op a place where everyone can feel safe and be themselves. Join us. 

As required by applicable Pay Transparency laws, REI provides a range of minimum compensation for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location or other relevant factors. The salary range for this position may be lower or higher in different markets.

The pay for this role is: $95,000 to $200,000 per year  
At REI we offer an enviable work environment that Fortune Magazine has recognized on the "100 Best Places to Work" list since the award's inception – 23 years in a row! Sure, we work hard, but it’s balanced with time off to play—a strategy that works for us as we continue to grow and thrive. Want to enjoy a workplace where you can be yourself, be heard and be respected while having a job that challenges you? This is the place.

With more than 160 retail locations (and growing), REI offers unique competitive benefits to its more than 15,000 employees, including healthcare, gear and apparel discounts, free equipment rentals and challenge grants to help employees reach personal outdoor goals, generous retirement plan contributions, public transit subsidy, adoptions assistance, paid sabbaticals, and more.

REI is an Equal Opportunity Employer

Posting Range
$95,000 to $200,000 per year
ARTICLE 23-A, Section 753

§753. Factors to be considered concerning a previous criminal conviction; presumption.

1. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall consider the following factors:

(a) The public policy of this state, as expressed in this act, to encourage the licensure and employment of persons previously convicted of one or more criminal offenses.

(b) The specific duties and responsibilities necessarily related to the license or employment sought or held by the person.

(c) The bearing, if any, the criminal offense or offenses for which the person was previously convicted will have on his fitness or ability to perform one or more such duties or responsibilities.

(d) The time which has elapsed since the occurrence of the criminal offense or offenses.

(e) The age of the person at the time of occurrence of the criminal offense or offenses.

(f) The seriousness of the offense or offenses.

(g) Any information produced by the person, or produced on his behalf, in regard to his rehabilitation and good conduct.

(h) The legitimate interest of the public agency or private employer in protecting property, and the safety and welfare of specific individuals or the general public.

2. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall also give consideration to a certificate of relief from disabilities or a certificate of good conduct issued to the applicant, which certificate shall create a presumption of rehabilitation in regard to the offense or offenses specified therein.