Engineering Manager, Enablement

About this role

Coconut Software is the leading Branch Performance Platform, helping financial institutions grow, drive productivity, and deliver better customer experiences. Coconut's AI-powered, enterprise-grade platform brings together appointment scheduling, in-branch queuing, video banking, and branch workforce management, turning customer interaction and operational data into actionable insights across multiple lines of business. The result: greater visibility into performance, better use of workforce capacity, and smarter decisions that drive stronger branch outcomes.Trusted by 200+ banks and credit unions, including RBC, Mountain America Credit Union, and M&T Bank, Coconut Software turns every interaction and staffing decision into a competitive advantage.
As Engineering Manager, Enablement, you'll lead one of the teams in our Enablement Engineering pillar. These teams build and run the infrastructure, data, tooling, service standards, and customer implementation capabilities that every Coconut product team and many of our Enterprise clients depend on.Reporting to the Director, Engineering Enablement, you'll be the people leader and delivery owner for your team. Unlike our product development teams, Enablement teams don't have a dedicated Product Manager or Designer. You'll own intake and capacity planning for your team, with support from your Director and in partnership with our wider Product Management and Product Design teams.
We're looking for someone who has run one or more flavours of engineering enablement and who thrives where two things meet: building stable, high-trust teams, and keeping roadmaps and deliverables flexible enough to respond to what the business and our customers need next.
Engineering @ Coconut:

• We innovate on top of a modern solution stack: web technologies (React and Laravel) on a RESTful architecture, backed by relational DBs (MySQL and PostgreSQL), all deployed on AWS. You don't need to be an expert in our specific technologies, but real depth in at least one enablement domain is important

• We don't follow rigid Scrum, but we do run our teams in an iterative way, focusing on continuously improving delivery and implementing what works for us

• We foster a blameless culture, balancing open communication and continuous improvement with high accountability and ownership

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[Note: On Call] Our Enablement teams take part in Engineering's collaborative on-call rotation, supporting the systems that keep Coconut available and reliable. As Engineering Manager, Enablement, you'll be available to support your teams' on-call rotations, direct their rotation schedules, train them on our incident playbooks, and support them through playbook runs when needed

YOU'RE FIRED UP TO CONTRIBUTE TO
People Leadership

• Lead, coach, and develop the engineers on your teams, covering all aspects of people management: hiring, onboarding, 1:1s, feedback, performance management, and career growth

• Build stable, high-trust teams where people feel safe to raise risks, challenge ideas, and learn from incidents

• Lead teams with different working rhythms, from roadmap-driven platform work to interrupt-driven operational and customer work, and help each team find a cadence that works

• Create opportunities for knowledge sharing, cross-training, and pairing across teams to reduce single points of failure

Intake, Prioritization, & Capacity Planning

• Own intake for your teams: gather, clarify, and triage requests from Product Engineering, Professional Services, Security, and other internal partners

• Own capacity planning, balancing roadmap commitments, platform health and tech debt, operational demand, and customer implementation work

• Partner with the wider Product Management and Product Design teams to shape requirements, validate priorities, and keep enablement work aligned with the product roadmap

• Work with your Director to turn the Enablement roadmap into team-level plans with clear objectives and success measures, and flag trade-offs early when priorities compete

• Re-sequence work as needs change, while protecting team focus and sustainable pace

Delivery & Operational Excellence

• Help your teams design, plan, and deliver quality, secure, well-documented work following best practices throughout the SDLC

• Own on-call scheduling for your teams. Make sure engineers are trained on incident playbooks and supported through incident response

• Facilitate blameless incident reviews and drive follow-through on action items

• Track and report on team delivery and health metrics (e.g., commitment hit rate, reliability, cloud cost, developer experience)

• Champion automation and continuous improvement to reduce toil and manual work

Technical Leadership

• Bring enough technical depth to guide design discussions, review plans, and make sound calls within your teams' domains. You won't be hands-on in the code day to day

• Partner with the Principal Engineer and other Engineering Managers on technical standards, reference architectures, and paved-road tooling

• Help your teams adopt AI-assisted ways of working in line with Engineering's AI focus and objectives, and make the impact visible

Customer & Cross Functional Partnership

• Support Professional Services in delivering customer implementations and integrations, including working directly with Enterprise clients and their technical teams when needed

• Engage confidently with Enterprise client stakeholders: scoping work, setting expectations, and working through technical issues together

• Work with Product Engineering, Product Management, Product Design, and Security to remove dependencies and blockers

• Work with the engineering leadership team to define, implement, and champion department-wide standards and processes

WHAT YOU BRING TO THE TEAM

• Proven experience running one or more flavours of engineering enablement, such as platform engineering, DevOps/SRE, or data engineering

• Proven experience managing…