Senior Manager, Customer Solutions

This role is accountable for translating customer needs into scalable, high-impact solutions while driving consistent, high-quality delivery across the customer lifecycle. You will lead a growing team of Program Managers and Data Analysts, establishing clear practices, standards, and expected outcomes to ensure consistency across both internal stakeholders (Customer Experience, Engineering) and external customers.

Acting as the central bridge between customers, Customer Experience (CX), and Engineering, you will serve as the voice of the customer in technical discussions, ensuring customer requirements are clearly represented and effectively translated into product and system improvements. You will guide and advise customers on integration and architectural decisions, working closely with customer engineering teams to rapidly stand up new integrations and accelerate time-to-value.

This role plays a critical part in driving iteration and continuous improvement, identifying opportunities to streamline implementations and improve the speed and scalability of future deployments. You will maintain accountability for the quality and reliability of system delivery, leading efforts in monitoring, troubleshooting, and performance optimization.

In close partnership with Product and Engineering, you will contribute to improving system reliability, performance, and scalability, while ensuring your team is equipped with the right methodologies, technical direction, and best practices to deliver consistently strong outcomes. 

Ideal candidates thrive in ambiguity, bring a systems-thinking mindset, and are comfortable influencing across both technical and non-technical stakeholders.

• 6+ years experience in solutions engineering, technical implementation, or related field
• Demonstrated success with retail technology programs
• Strong technical knowledge of RFID or retail-related technologies
• Experience developing implementation methodologies and documentation
• Excellent problem-solving and analytical skills
• Ability to communicate complex technical concepts to diverse audiences
• Experience with system integration and configuration management
• Strong project management and organizational abilities
• Knowledge of retail IT environments and infrastructure
• Ability to work in fast-paced environments with changing priorities

• You have a background in retail, including one or more of the following: Inventory Management, retail technology deployment, or IT Systems/Information Management.
• You have experience managing a team of professionals
• You have a background in process improvement and optimization
• You have knowledge of technical documentation tools and standards
• You have experience with technical training development
• You have a Bachelor's degree in Business, Engineering, Computer/Data science or related field.

• Review and digest information about RADAR's technology architecture and deployment processes
• Meet with Customer Experience managers and other stakeholders to understand current processes and pain points
• Meet with technical teams to understand system components and integration points
• Visit live locations to understand technical deployment requirements
• Build relationships with cross-functional teams involved in implementations
• Begin to understand customer technical environments and requirements

• Begin developing improved technical enablement tools and processes
• Begin leading technical readiness planning for upcoming pilot customers
• Start supporting troubleshooting for complex technical issues
• Begin identifying patterns in technical and process challenges across customers
• Begin mentoring Customer Solutions team members and provide guidance in their day-to-day work

• Lead cross-functional initiatives to improve technical implementation processes
• Provide regular insights to Product and Engineering on technical implementation needs
• Start providing insights to Customers on integration and operational matters
• Lead technical knowledge sharing and training for Customer Experience and Customer Support teams
• Contribute to product roadmap planning with implementation insights 

At RADAR, your base pay is one part of your total compensation package. The expected base salary range for this position is $160,000-$200,000. Individual pay is determined by work location and additional factors,  including job-related skills, experience and relevant education or training.You will also be eligible to receive other benefits including: equity, comprehensive medical and dental coverage, life and disability benefits, 401k plan,  flexible time off, and paid parental leave. The pay range listed for this position is a good faith and reasonable estimate of the range of possible base compensation at the time of posting. 

Research has shown that women & underrepresented minorities are more likely to read lists of requirements and consider themselves unqualified if they don't meet every single one. This list represents what we're ideally looking for, but everyone has unique strengths & weaknesses, and we hire for strength & potential, not lack of weakness.

Use of artificial intelligence or a LLM such as ChatGPT during the interview process will be grounds for rejection of your application process.