Senior Manager, Information Technology

Hi, my name is Bill, VP of Operations, and I am seeking a hands-on and strategic Senior Manager of Information Technology to lead and scale our internal technology operations. Reporting to me, this role is responsible for overseeing IT infrastructure, managing internal systems, and ensuring a secure, reliable, and efficient tech environment for our globally distributed team. The ideal candidate will not only lead but also be comfortable rolling up their sleeves to work directly alongside their team—a capable IT Manager and IT Support Specialist—solving problems and optimizing performance. This is a player-coach role — you’ll lead a small but high-impact team (IT Manager and IT Support Specialist) while staying close to the work. You’ll partner closely with stakeholders across the business to improve reliability, security, and employee experience, while helping build more scalable and efficient IT operations over time. About Customer.io Over 8,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data. What You’ll Do Lead and support day-to-day IT operations, ensuring a reliable and high-quality experience for employees across a distributed environment Manage and develop a small IT team, providing guidance, prioritization, and hands-on support where needed Partner with cross-functional teams (Engineering, People, Legal, Finance) to support onboarding, tooling, access, and security needs Drive improvements in IT processes and systems, including identity management, device management, and SaaS tooling Support and maintain compliance and security practices (e.g., SOC 2, ISO 27001) in partnership with internal stakeholders Identify inefficiencies and implement scalable solutions to improve speed, consistency, and user experience Help establish and maintain clear operating rhythms (e.g., SLAs, ticketing workflows, documentation) to drive accountability and visibility What We’re Looking For 7+ years of experience in IT, including experience leading or mentoring others in a team environment Strong player-coach mindset — comfortable leading while staying hands-on in execution Experience working in high-growth or startup environments, where processes are evolving and adaptability is key Solid understanding of modern IT systems and tooling (e.g., IDP, MDM, EDR, VPN, DLP) and SaaS-based environments Experience supporting or partnering on compliance and security frameworks (e.g., SOC 2, ISO 27001) Strong operational instincts — able to prioritize effectively, manage competing demands, and drive work forward Clear, proactive communicator who can work effectively across teams in a remote, asynchronous environment Compensation & Benefits We believe in transparency. The salary for this role is $157,000 - $176,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment. Zone 1: $188,000 - $211,000 USD Zone 2: $172,000 - $193,000 USD Zone 3: $157,000 - $176,000 USD We know our people are what make us great, and we’re committed to taking great care of them. Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family. We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more. See full benefits here → Our Process No gotchas, no trick questions - just a clear, human process designed to help both of us make an informed decision. 30-minute call with Recruiter 45-minute video call with Hiring Manager 3 x 30-minute video call with Cross-Functional Partner 45-minute Case & Case Review Call with Team All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process. Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact. Zoom is the only video conference platform that we use, virtual interviews will be conducted using the video capability (i.e., not via the chat), and offers will be extended in writing on official Customer.io letterhead. Please be vigilant in all of your job search activity, and if you have any questions please contact jobs@customer.io. Join us! Check out our careers page for more information about why you should come work with us! We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you’re excited by what you read — apply now.