Site Reliability Engineering Manager

Hello. We are ShipHero ( We have built a software platform entrusted by hundreds of eCommerce companies, large and small, to run their operations, and we continue to grow. About US$5 billion of eCommerce orders are shipped a year via ShipHero. Our customers sell on Shopify, Amazon, Etsy, eBay, WooCommerce, BigCommerce, and many other platforms. We're driven to help our customers grow their businesses by providing a platform that solves complex problems and is engineered to be reliable and fast. We are obsessed with building great technology that is beautiful, easy to use, and is loved by our customers. Our culture also reflects our ethos and belief that by bringing passionate, talented, and great people together - you can do great things.

Our team is fully remote; the company has always been remote. We communicate regularly using video chat and Slack and put a strong emphasis on asynchronous work, so people have large chunks of uninterrupted time to focus and do deep work. You can read more about how to communicate with each other to ensure we have a calm working environment here: are seeking an experienced Senior DevOps Manager to join our growing DevOps team. We are looking for someone that has worked well with Development and DevOps/Infrastructure teams that knows JIRA, Github, and AWS.

Location 100% remote: Needs to reside in the US, Canada, or America's to support US East Coast Business Hours

You would be a fundamental team member, focusing on building a solid foundation for our infrastructure, systems' maintenance, management, and training.

The Role:

  • Work with a growing team of experienced developers and engineers and coordinate the deployment of ShipHero infrastructure and applications to all environments.
  • Manage our SRE team, participate in architecture reviews, plan rotating on-call schedules, conduct post-mortems and planning.
  • Work with peers to improve observability and monitoring to maximize reliability and minimize disruption.
  • Document policy and procedures.
  • Have a hand in creating informative dashboards and presentations that deliver actionable insights about our infrastructure and projects leveraging JIRA, Confluence, Lucid Chart, and other supporting toolsets we’re using.
  • Inspire and motivate the team to do their best work—advocate for the tools, processes, and resources to enable their ongoing success.
  • Reflect on past events and continuously improve the efficiency of your team. Use data to highlight blockers and advocate for changes that will improve processes.
  • Drive the prioritization, planning, and execution by partnering and collaborating with teams and resources across ShipHero's Engineering organization, in close collaboration with Customer Success, Security, and Compliance functions.
  • Actively collaborate with Stakeholders and Internal Business units to understand the requirements and deliver efficiently.
  • Drive continuous automation and efficiency in processes, tools, and operations.
  • Leverage industry benchmarks and AWS cloud practices to measure and improve.
  • Must be able to adjust to constant business change; common types of changes include new requirements, evolving priorities, and emerging practices.


  • You have demonstrated the ability to manage large cross-functional programs, projects, and initiatives driving global impact.
  • 7+ years of experience in program management or engineering and operations, practicing DevOps and SRE.
  • You have managed people before.
  • Strong verbal and written communication skills with technical and business leaders at all levels within a rapidly growing company
  • You have demonstrated the ability to work effectively in a multi-cultural and global environment spanning multiple time zones.
  • Ability to read, interpret and/or develop technical specifications, diagrams, and infrastructure blueprint
  • Competency in Analytical Problem Solving, Customer/Partner Relationships, Product & Technology
  • Experience in effective global communication skills, impact, and influence across a diverse set of stakeholders


  • A demonstrable history of leading engineering teams and Experience working within a DevOps environment
  • Demonstrable Experience in delivery value as a Servant Leader:
    • Delivery through others (indirect contribution)
    • Ownership of blockers and project constraints
    • Proactive risk and blocker management
    • Complex task management and organization across a team
    • Anticipation of actions and issues, proactive measures to address
    • Communication and Stakeholder Management with Engineering Leadership teams
  • Experience with JIRA and EasyBI.
  • Experience working with global remote teams.
  • Experience with a range of Agile and Project development methodologies.
  • Experience with Site Reliability Engineering (SRE) best practices
  • You understand Continuous Integration (CI), Continuous Delivery (CD), and Release Engineering best practices.
  • You have a strong background in Cloud Infrastructure automation and maintenance (we use AWS).
  • You have great interpersonal communication skills and work well in a diverse, team-focused environment.
  • You're driven by empathy to support, learn, and guide the team to be successful.

The Perks

  • $2.500 so you can buy any equipment you need to be happy at your job
  • 20 days paid vacation + new year & Christmas
  • Conference days don't count against your vacation days, we want you to stay up-to-date
  • We will pay for courses & conferences if you learn we all learn