Engineering Manager, Enablement

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
• [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 engineering teams: coaching, mentoring, performance management, and setting individual and team goals (min 3 yrs of people leadership experience)
• Prior hands-on engineering experience in an enablement domain, with working knowledge of cloud infrastructure, CI/CD, observability, web application development, and/or modern engineering practices
• Experience owning intake, prioritization, and capacity planning without a dedicated Product Manager
• You thrive at the intersection of team trust and stability and roadmap flexibility: you build steady rhythms and strong teams, and you adapt plans when priorities shift
• Experience leading teams that are on call, including incident response, playbooks, and blameless reviews
• Comfortable working directly with Enterprise clients and their technical teams
• Effective at nurturing relationships and managing multiple stakeholders across different teams
• Someone who is genuinely passionate about our CHEERS values and is committed to living them out every day
• Driven by the value that 'how we win matters' and a passion for building inclusive, collaborative teams that put people first
• A curiosity for innovation: We're looking for someone who loves to learn and elevate their skills with new technology, particularly AI/LLMs
  • You should have a foundational understanding of how these tools work and a strong desire to explore how they can be used to solve business and customer problems
  • We value continuous learning and our ideal candidate has a proven track record of innovating and pushing the boundaries of what's possible
• Experience leading more than one enablement discipline simultaneously is a nice to have
• Experience in fintech, banking, enterprise SaaS, or platform/API-based products is a nice to have

This posting is for a vacant full-time permanent position. The expected hiring range for this role is $150,000 - $185,000.

The base salary for this position is listed to support candidates to align themselves within the target range. The range is grounded in comprehensive analysis of national compensation data for similar roles and company sizes in the technology sector, alongside a review of our internal compensation framework to ensure pay equity across the company. Note that ranges may evolve over time. We aim to provide a fair offer and hire within this specified range. The final offer for this position will take a candidate's background, experience, skills, and internal equity into consideration. Top performers’ compensation will be reviewed annually, as part of our Performance Acceleration program (Performance Reviews, Compensation Reviews, etc.).

Our Investment in You:

• Find your flow with Cabana Days. We offer flex-time and flex-days so you can recharge and be your best self. We empower our team to prioritize their well-being, knowing that a well-rested team is a productive one. While we offer this flexibility, our commitment to service excellence is unwavering. This benefit comes with a shared responsibility: our customers are our top priority. We ask that you remain available and responsive on flex-days, as needed, to ensure our customers' needs are always met promptly.
• Ability to do your job in a supported, but flexible environment
• Supported professional development, learning, & career opportunities - be supported in your growth journey!
• Regular 1:1 coaching with your leader and regular connection to a passionate executive team
• Work in a team big enough for growth but lean enough to make a real impact
  

A full range of benefits to keep you happy & healthy;

• Competitive Salaries - we pay fairly based on experience and expertise, not your ability to negotiate!
• Health & Dental Benefits, Virtual Care, & Disability top up - all starting from day 1!
• Virtual mental health and EAP platform
• WealthSimple GRSP & Matching
• Annual Wellness Benefit ($1000 per year)
• Opportunity to work remote - anywhere in Canada!
• Employee Options - everyone shares in our success!
• Internet Subsidy on each paycheck
• Tiki Bucks Incentive Program - everyone is entitled to earn bonuses!
• A People First Company - 4.2 rating on Glassdoor
  
• "Most Admired Corporate Cultures" (2024) and ranked #22 in "Best Workplaces in Canada" (2025) in company size category

Who we are and What we do:

Vision
To create a world where time is well spent.

Mission
To optimize your branch performance in order to drive growth, increase productivity, and deliver exceptional customer experiences.

Values
Collaboration. Honesty. Empathy. Elevate. Resilience. Service Excellence.

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.

Some recent awards we're proud of include:

Coconut Software is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, assessing responses, or synthesizing interview notes. These tools assist our talent team but do not replace human judgment. Final hiring decisions are always made by humans. If you would like more information about how your data is processed, please talk to your Talent Partner. We believe in using AI thoughtfully and transparently, so we ask candidates to take the same approach and disclose the use of AI at any stage in their application or interview process.