Engineering Manager - Customer Access & Experience
Plaid
Software Engineering, Other Engineering, Customer Service
New York, NY, USA
Posted on Sep 25, 2025
Mission: Deliver trusted, transparent integration experiences that reduce support needs and improve customer trust. The CAX team is responsible for ensuring that Customers have the highest visibility into Plaid’s DP integrations, with clarity on whether issues are occurring and why they are occurring. Further, this team is also responsible for sharing the latest updates and investments in Plaid’s data supply so that Customers can make informed updates for their users
Responsibilities
- Deliver on the mandate to provide greater Customer visibility through a revamped experience in the Developer Dashboard, thereby reducing customers’ support burden Plaid’s support burden.
- Ensure technical execution quality, delivery velocity, and team health.
- Partner cross-functionally with Product and Partnerships to align on the roadmap and support migrations.
- Evolve team processes and infrastructure to support rapid iteration without sacrificing reliability.
- Grow and mentor a high-performing engineering team.
- Actively participate in roadmap planning, design reviews, and hands-on technical work when needed.
- Drive accountability for longtail access uptime, reliability, and system observability.
- Products: New access experience; Institution Insights, Support Experience.
- Registrations of items/customers from the old extractor to the new extractors.
- Registration of customers with banks
Qualifications
- Prior full-stack product experience. Strong product intuition and the ability to work across ambiguous problem spaces.
- Prior high-scale systems experience, strong systems thinking, and ability to evaluate architectural tradeoffs.
- Demonstrated experience leading high-performing engineering teams.
- Track record of mentoring engineers and growing technical leaders.
- Excellent communication and cross-functional collaboration skills.