Job Description

Maersk is strengthening its Customer Experience capability (CX). CX at Maersk looks after all customer enquiries and support. The Customer Management (CM) platform includes Customer Identity and Access Management (CIAM) and Customer Relationship Management (CRM) which, in turn, includes CX, Sales, and Marketing. We are looking for a Senior Engineering Manager based in India with strong communication skills and who is used to collaborate closely with different user groups. The Senior Engineering Manager is a key profile for the CM platform. Our solutions/applications are all mainly considered as internal applications but may be reused externally (for customers) with time. Our \'internal\' users like sales representatives, or customer service agents are based in multiple locations across the world. Our \'external\' users are globally represented. Due to the nature of the work, it is possible that you work with very different parts of our organisation, which will give you the opportunity to learn new things, but also requires you to learn fast and adapt. The types of stakeholders will also be very diverse, and you will see different ways of working in different portfolios. Change, flexibility and problem solving are key traits that will help you get the most out of the role. We offer Joining Maersk will embark you on a great journey with career development in a global organization. As a Senior Engineering Manager, you will gain broad business knowledge of the company\'s activities globally, as well as take part in the digitization of the transport and logistics industry. You will work and communicate across geographical and cultural borders that will enable you to build a strong professional network. We will provide you with opportunities that broaden your knowledge and strengthen your technical and professional foundation. Maersk\'s Platform model employs modern technological working practices in the centre of its business operations, meaning that our Designers have direct impact on the products they with - and are able to measure their outcomes. We\'ve got plenty of knotty, challenging problems to solve as we flex a thirty-billion-dollar business. Through Anchor our vision is to create one standardized, customisable user interface for our employees, that\'s intuitive and delightful to use. As a Senior Engineering manager, you own building, managing, focusing, and developing an engineering team that meets the needs of the business and works well within the overall system architecture. You are also expected to be hands-on helping, supporting, and coaching the team whenever needed. At Maersk, we focus on the individual\'s development and the right candidate will have broad possibilities to further develop competencies in an environment characterized by change and continuous progress. We value the diversity of our talent and will always strive to recruit the best person for the job - we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs. Key Responsibilities Provides guidance and consulting around the portfolio of the according responsibilities. Has very solid technical knowledge and acts as an adviser for business for the different relevant use-cases. Advisory to Product Owners to identify and manage risks, debt, issues and opportunities for the technical improvement . Own the relationship with product owners and relevant business owners and act as their trusted advisor to help them with the art-of-possible within your area of expertise. Responsible for providing technology leadership to engineering team to ensure products and platform services get built based on defined specifications and industry best practices in a timely manner. Delivery accountability and implementation ownership of all CX initiatives. Accountability of the quality of the end product and the availability and performance of the overall solution (although based on Salesforce, which is a SaaS product, the way the product is configured and customised has a crucial impact on performance) Drive compliance & adherence to processes amongst the staff including documentation and testing best practices. Work with product owner and the scrum team do release and sprint planning and provide team commitments accordingly. Drive career growth for your team members by understanding their aspirations and connecting them with Maersk\'s strategy. Attract world class talent and provide technical guidance, career development, and mentoring to team members. Work with the team to publish research and represent Maersk at top-notch professional venues. Have financial and budgetary responsibility for area of delivery. Key Technical Skills Must have A total of 10+ years of industry experience with 3+ years of experience in the customer experience/customer service space (particularly using the Salesforce Service Cloud technology). Expertise in building solutions in an agile/DevOps environment as well as managing teams in that space. Expertise in configuring Salesforce Service Cloud solutions and extending it with custom code. Expertise with digital customer experience/customer service concepts and techniques in general. Expertise with digital customer experience/customer service journeys and modern experiences. The ability to continually identify team improvements (retrospective analysis, maturity assessments and OKR\'s and KPI\'s). An understanding of the trade-off between technical investments and continual delivery of business outcome. The ability to provide direction, support, and guidance for others. Independently lead solution design and estimation. Understanding software industry trends and relevant innovations in software delivery methods. Experience with Information Security management - Maintain the data confidentiality & integrity and relevant compliance of information systems. Salesforce Certified Service Cloud Consultant certificate is a must. Salesforce Certified Administrator certificate is a must. Any other Salesforce certificate is a bonus. Broader knowledge of open source technologies and previous experience in building non-Salesforce custom applications is a bonus. Desirable Salesforce Certified Service Cloud Consultant certificate is a must. Salesforce Certified Administrator certificate is a must. Any other Salesforce certificate is a bonus. Broader knowledge of open source technologies and previous experience in building non-Salesforce custom applications is a bonus. Experience with the secure by design principles. Experience with RESTful interfaces. Knowledge of business processes in shipping / transport logistics is a plus. Solid history in building and motivating agile and high-performant teams with can-do mindset. Business Skills Ability to translate between technical language and business language, and communicate to different target groups. Ability to understand complex design. Possessing the ability to balance and find compromises between opposing forces and opinions, within the development team. Ability to evangelise an idea and prove its value via research and/or PoCs. Personal profile Fact based and result oriented. Ability to work independently with only little guidance. Excellent verbal and written communication.

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