Manager, Engineering - Conversational Commerce Deployment & Support

Department Overview

The Manager, Engineering – Conversational Commerce Deployment & Support manages a team responsible for accomplishing the deployment, rollout, and ongoing support of Conversational Commerce solutions. This role is critical to ensuring that established deployment procedures, support frameworks, and rollout plans are carried out reliably, with scalability and efficiency in live restaurant environments.

Duties

Deployment Execution & Leadership

• Complete phased rollout plans (Alpha, Beta, Pilot, and Production) for Conversational Commerce solutions, including drive-thru and digital channels.
• Validate deployment readiness by performing checks on EDGE servers, POS systems, network configurations, and all component prerequisites.
• Perform established pre-deployment checks and optimization activities (e.g., SCCM package creation, firewall setup, GitHub to Azure migration).
• Coordinate tactical execution with cross-functional teams to ensure seamless deployment and minimize disruption to restaurant operations.
• Maintain consistency across development, QA, staging, and production environments by applying established automated environment setup and teardown processes.

Support & Operations

• Implement and complete deployment playbooks and support processes for all major initiatives (e.g., Fairway, Scale).
• Direct the delivery of onsite operations support and work closely with restaurant crews during live agent exposure.
• Run war room support operations for real-time issue resolution and troubleshooting according to established protocols.
• Monitor product performance post-deployment, gathering feedback to inform the continuous improvement of existing processes.
• Complete crew enablement and training plans, ensuring documentation is kept up-to-date.

Release & Environment Management

• Coordinate the implementation of scheduled releases according to established business priorities and market readiness plans.
• Validate release readiness by ensuring all tickets are complete, tested, and detailed, and that required approvals are in place prior to execution.
• Apply blue/green, canary, or rolling strategies and tools (like Spinnaker, ArgoCD, or AWS CodeDeploy) to complete automated deployments.
• Conduct post-release validation, including smoke tests, sanity checks, and monitoring critical metrics.

Quality, Security & Compliance

• Enforce established quality gates and complete coordinated security checks (DevSecOps) within the deployment pipeline.
• Perform vulnerability scans, license compliance checks, and maintain logs to ensure alignment to audit and compliance standards.
• Complete automated rollback and recovery strategies for failed deployments as defined by leadership.

Collaborator Engagement & Continuous Improvement

• Coordinate closely with product management, operations, and market teams to complete deployments in alignment with broader business goals.
• Take part in retrospectives and process reviews, offering direct operational insights to leadership to assist in improving future deployment and support approaches.

Qualifications

• 5+ years of experience in software engineering, deployment, or support roles.
• 1–3 years supervising teams or guiding projects responsible for the tactical deployment and support of distributed systems or platforms.
• Solid experience operating deployment automation tools, environment management, and support operations in large-scale environments.
• Excellent communication, execution-focused coordination, and cross-functional leadership skills.
• Working knowledge of CI/CD, DevOps, and security guidelines.

Preferred Qualifications

• Experience accomplishing QSR, retail, or restaurant technology deployments.
• Familiarity with applying cloud platforms, infrastructure automation, and monitoring tools.
• Bachelor’s degree or equivalent experience in Computer Science, Engineering, or related field.

Salary Range