Senior Director Of Data Engineering & Support Operations

Profitero+; Reading, Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Healthcare

Life assurance

Pension

Cycle to work

Gym discounts

Birthdays off

Job summary

Profitero+ is seeking a Senior Engineering Leader to head a globally distributed data engineering team. You will drive data ingestion from 1,400+ retailer sites and lead Level 2/3 technical support across regions, aligning people, processes and technology for rapid, high‑quality outcomes.

You are hands‑on, own delivery, and champion continuous improvement to improve SLAs and customer satisfaction while partnering with product and engineering teams.

Qualifications

• 10+ years of experience leading engineering teams in SaaS or data‑intensive apps.
• 5+ years development experience building or supporting web apps/data products.
• 3+ years technical support in enterprise B2B analytics products.
• 5+ years of management experience (80+ team size).
• Hands‑on with writing SQL and dashboards (JIRA).
• Expert in JIRA and Zendesk workflow and support processes.
• Strong use of metrics and KPIs to drive efficiency and productivity.
• Clear communication with business and commercial teams.
• High ownership and bias for action.

Responsibilities

• Lead a globally distributed team of tech support engineers to triage customer issues.
• Resolve complex technical problems with engineering teams.
• Improve service level efficiencies through process refinements.
• Provide timely status updates on escalated issues.
• Report metrics on quality trends.
• Collaborate with client success, product, and engineering to address issues while meeting SLAs.

Skills

Engineering leadership

SaaS products

Data engineering

SQL queries

KPIs & metrics

Stakeholder comms

Results oriented

Tools

JIRA

Zendesk

Job description

About Profitero+

Profitero+ is the leading digital commerce company, trusted by more than 4,000 brands worldwide. We help brands break down silos and turn data into decisive action through intelligence-driven, end-to-end solutions that unify media, content, operations and strategy. Powered by advanced AI, robust digital shelf analytics across 1,400+ retailers in 70 countries and unmatched expertise from digital commerce specialists in 15 global hubs, our integrated solutions help brands accelerate profitable growth.

Profitero+ joined Publicis Groupe (a $13 billion global marketing services and technology company) as a standalone commerce division, infusing our business with significant product development resources and investment while giving our employees an incredible launchpad for their careers. Profitero’s tech and data combined with Publicis’ tech, data and activation services positions us to be a true end-to-end partner for helping brands maximise eCommerce market share and profits.

Come be a part of our fast-paced, entrepreneurial culture and next stage of growth.

Location

Hybrid role in Reading or/and London

Overview

As a key member of the engineering leadership team, you will lead a globally distributed group tasked with defining next-generation data engineering strategies. Your team will power the daily acquisition of data from over 1,400 retailer websites across multiple international markets. Additionally, you will direct day-to-day Level 2 and Level 3 technical support operations for our customers across the Americas, EMEA, and APAC, delivering rapid, high-quality solutions to ensure maximum customer satisfaction.

The ideal candidate brings a proven background in application development or data engineering, paired with a talent for solving complex technical challenges through the effective alignment of people, processes, and technology. You are a hands‑on leader who isn’t afraid to dive into the technical details. Driven by a high sense of ownership and a passion for continuous improvement, you consistently champion changes that positively influence business outcomes.

What you’ll do

• Lead a team of tech support engineers to triage customer reported issues and identify potential root causes
• Solve complex, multifaceted technical problems working with the appropriate engineering teams
• Improve service level efficiencies through process refinements and workflow optimizations
• Convey timely status on escalated issues
• Report metrics on quality trends
• Partner closely with the client success, product, and engineering teams to arrive at creative solutions to address issues, while striving for a timely turnaround, adhering to internal and customer SLAs.

Who you are

• 10+ years of experience leading engineering teams in the delivery of SaaS products or data‑intensive applications.
• 5+ years of development experience either building or supporting maintenance/sustenance for web applications or data products
• 3+ years of technical support experience in enterprise B2B applications that feature analytics and data products
• 5+ years of management experience (will manage a team of 80+)
• Hands‑on experience with writing SQL queries and building JIRA dashboards
• Expert in JIRA and Zendesk workflow and support processes
• Confident using metrics and KPIs to drive efficiencies and productivity improvements
• Skilled at communicating to business and commercial teams
• Possess a high “do to say ratio” and value “achievement over activity”

Additional Information

The above lists are not exhaustive and the job holder is required to undertake such duties as may reasonably be requested within the scope of the post.

Why you want to work at Profitero+

We want our employees to have an opportunity to share in the success that results from our dedication to service excellence, high-quality deliverables and an unparalleled client experience.

We hire only the best and provide the compensation and benefit programs appropriate for proven top‑performing professionals.

Our package includes;

• competitive base salary
• employee healthcare
• life assurance
• group income protection
• dental care plan
• eye care scheme
• 24 hour on‑line GP
• company pension
• cycle to work scheme
• 25 days off + bank holidays + birthdays off
• reduced gym membership
• social events
• employee referral scheme
• personal development plans
• Profitero Hero scheme
• flexible working hours

Profitero+ is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive fair consideration for employment. Profitero recruits, employs, trains, compensates and promotes regardless of race, religion, colour, national origin, sex, disability, age, veteran status, and other protected characteristics as required by applicable law.

Be part of a company on the forefront of eCommerce revolution where you will learn a lot and be a catalyst to turbo‑charging your skills, experience and career.

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