Manager, Platform Enablement

About TrueML:

TrueML is a mission-driven financial software company focused on creating better customer experiences for distressed borrowers. We leverage machine learning to provide personalized, digital-first financial management solutions that align with consumers' lifestyles. Our team comprises data scientists, financial services experts, and customer experience specialists dedicated to serving individuals with unique needs and ensuring no one is locked out of the financial system.

The Role:

TrueML Products is seeking a highly motivated, technically grounded, and leadership-oriented Manager, Platform Enablement. This critical role bridges client-facing organizations and core Engineering, transitioning from individual deep-dives to standardizing triage frameworks and driving systemic improvements in the product-to-support lifecycle. You should possess strong technical grit, a service-oriented mentality, a proven track record of bridging engineering logic and operational workflows, and the ability to foster an AI-augmented culture that enhances triage efficiency and eliminates friction points.

What You’ll Do:

Team Leadership & Engineering Partnership

• Team Leadership: Mentor and manage 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 bug-fix and development cycles.

Technical Advocacy, Translation & Communication

• Cross-Functional Liaison: Serve as the lead translator across departments, synthesizing high-severity technical blockages and system patterns into clear, business-impact statements for executives, Tier 1 support, and business stakeholders.
• Knowledge Management Architecture: Own the strategy for technical documentation (e.g., Confluence), defining standard decision trees and troubleshooting playbooks to scale self-service resolution across Tier 1 support.

Operational Excellence & Systemic Friction Reduction

• Queue & Process Integrity: Maintain accountability for triage queue efficiency, establishing SLA/SLO baselines and implementing workflows to prevent lingering issues.
• 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 for infrastructure and product enhancements.
• Process Automation: Identify, champion, and execute internal tooling tweaks or process improvements to minimize operational overhead.

AI Adoption & Modern Enablement Culture

• AI-Augmented Operations: Pioneer and enforce the team's adoption of GenAI tools for accelerated log summarization, code comprehension, and SQL script generation to drive 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 cataloged in public technical channels.

Required Qualifications:

• Experience: 5+ years of relevant experience in technical support engineering, platform enablement, or deep-tier troubleshooting, 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 vs. back-end failures using Browser DevTools.
• Code Comprehension: Ability to confidently navigate source code repositories to inspect application logic and guide engineers on correlating 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.

Preferred Qualifications:

• Advanced scripting and automation experience.
• Experience managing operational support for critical high-stakes enterprise client onboarding.
• Familiarity with CI/CD, infrastructure-as-code, and agile framework metrics.
• Professional proficiency in Spanish.

Compensation:

• The overall base salary framework for this role currently spans $115,000 to $140,000 USD. The applicable range for any individual hire depends on the geographic labor market, skills, experience, and qualifications.

What We Offer (Perks & Benefits):

• Flexible vacation
• Medical, dental, and 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
• PerkSpot discount program

Remote Work, Travel Expectations & Physical Requirements:

• This role is primarily Remote-First. Flexibility outside standard business hours and occasional travel may be necessary.
• Primarily computer-based work. Maintaining a reliable internet connection and professional work environment is expected.
• Ability to protect confidential company information is required.

Dedication to Diversity & Inclusion:

TrueML is an equal opportunity employer. We promote, value, and thrive with a diverse and inclusive team. Different perspectives contribute to better solutions. We do not discriminate based on protected characteristics.