Manager, Platform Enablement

Why TrueML?

TrueML is a mission-driven financial software company that aims to create better customer experiences for distressed borrowers. Consumers today want personal, digital-first experiences that align with their lifestyles, especially when it comes to managing finances. TrueML’s approach uses machine learning to engage each customer digitally and adjust strategies in real time in response to their interactions. 

The TrueML team includes inspired data scientists, financial services industry experts and customer experience fanatics building technology to serve people in a way that recognizes their unique needs and preferences as human beings and endeavoring toward ensuring nobody gets locked out of the financial system.

TrueML Products is seeking a highly motivated, technically grounded, and leadership-oriented Manager, Platform Enablement to lead and develop our team, serving as the critical bridge between our client-facing organizations and core Engineering. In this role, you will transition from executing individual deep-dives to standardizing triage frameworks and driving systemic improvements that optimize the product-to-support lifecycle.

You are a perfect fit for this leadership role if you possess a strong mix of technical grit and service-oriented mentality, have a proven track record of bridging the gap between deep-tier engineering logic and operational workflows, and can foster an AI-augmented culture that enhances triage efficiency and eliminates friction points for both customers and developers. 

Team Leadership & Engineering Partnership

• Team Leadership: Mentor, and manage a team of individual contributors (Platform Enablement Engineers), establishing clear career development pathways, performance metrics, and a culture of continuous learning.

• Escalation & Root Cause Governance: Oversee the prioritization and resolution of complex workflow failures and system anomalies. Act as the final operational authority for high-impact escalations, collaborating with Engineering leaders to streamline the bug-fix and development cycles.

Technical Advocacy, Translation & Communication

• Cross-Functional Liaison: Serve as the lead translator across departments, regularly synthesizing high-severity technical blockages and system patterns into clear, "business-speak" impact statements for executives, Tier 1 support, and business stakeholders.

• Knowledge Management Architecture: Own the strategy for technical documentation (e.g., Confluence). Define standard decision trees and troubleshooting playbooks to safely scale self-service resolution across Tier 1 support.

Operational Excellence & Systemic Friction Reduction

• Queue & Process Integrity: Maintain ultimate accountability for triage queue efficiency, establishing SLA/SLO baselines and implementing workflows that prevent "stale" issues from lingering.

• Data-Driven Advocacy: Aggregate telemetry data and ticket patterns to isolate systemic platform friction points. Present data-backed business cases to Product and Engineering leadership to drive long-term infrastructure and product enhancements.

• Process Automation: Identify, champion, and execute internal tooling tweaks or process improvements to minimize operational overhead for the team.

AI Adoption & Modern Enablement Culture

• AI-Augmented Operations: Pioneer and enforce the team's internal adoption of GenAI tools to accelerate log summarization, code comprehension, and SQL script generation, driving a best-in-class mean-time-to-resolution (MTTR).

• Collective Intelligence: Cultivate an environment of knowledge sharing where investigative techniques, automated scripts, and AI prompts are standardly cataloged in public technical channels.

• Experience: 5+ years of relevant experience in technical support engineering, platform enablement, or a deep-tier troubleshooting role, with at least 1–2 years of demonstrated people management experience.

• Technical Literacy: Strong proficiency in log analysis tools (e.g., Datadog, Observe) and database debugging via advanced SQL queries.

• API & System Testing: Hands-on experience manually testing endpoints using Postman/cURL, validating JSON payloads, and isolating front-end versus back-end failures using Browser DevTools.

• Code Comprehension: Ability to confidently navigate source code repositories to inspect application logic, guiding engineers on how to correlate client-side errors with backend logging patterns.

• Stakeholder Communication: Exceptional verbal and written communication skills, with a proven ability to present complex technical issues as structured, business-ready impact summaries for non-technical audiences.

• AI Tooling Proficiency: Direct experience leveraging GenAI tools (e.g., GitHub Copilot, Gemini, Claude) to accelerate data aggregation, code discovery, or documentation workflows.

What We Offer (Perks & Benefits)

• Flexible vacation

• Medical/dental/vision insurance

• Traditional/Roth retirement savings options

• Company-paid disability and life insurance

• Flexible Spending Account & Limited FSA

• Family-friendly parental leave, volunteer and voting time off

• On-demand wellness platform access for you and 5 friends and family

• PerkSpot discount program for 900+ merchants nationwide

Remote Work, Travel Expectations & Physical Requirements:

This role supports a global, cross-functional business and operates primarily in a Remote-First environment. However, flexibility outside of standard business hours and occasional local or international travel may be necessary for global operations support, company meetings, training, offsites, and collaborative projects.

This position primarily involves computer-based work, requiring extended periods at a computer, participation in virtual meetings, and use of standard office technology. We will consider reasonable accommodations to enable individuals to perform the essential functions of the role.

Maintaining a reliable internet connection and a professional work environment is expected. The ability to protect confidential company, employee, customer, and business information while working outside of a company office is also required.

Personally Identifying Information

We collect personal information for employment purposes. We do not sell personal information. Most of the information we have is provided to us by you and/or collected as part of the employment process. For more details on how we use, share, and delete personal information see our Privacy Policy.

Dedication to Diversity & Inclusion

We are  an equal opportunity employer. We promote, value, and thrive with a diverse and inclusive team. Different perspectives contribute to better solutions and this makes us stronger every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.