Director of Engineering, Cloud & Customer Reliability Engineering

Company Overview

At Zuora, we do Modern Business. We're helping people subscribe to new ways of doing business that are better for people, companies, and ultimately the planet. It's an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world's most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences.

The Team and Role

Zuora's Cloud & Customer Reliability Engineering (CCRE) team is dedicated to amplifying cloud operations for engineering productivity and service availability. As the Director of Engineering for this team, you will report directly to the VP of Cloud and be responsible for driving the strategy and execution of our reliability, observability, and AI initiatives.

You will lead the team in its mission to achieve world-class reliability for our monetization platform by focusing on proactive measures, automation, and continuous improvement. This role requires a leader with a strong technical background and the ability to define and execute a forward-looking strategy that leverages AI and automation to scale operations.

This role can be remote from anywhere in the US. You'll be working remotely while occasionally getting together with your team for office visits, events, or offsites. Of course, you’re welcome to come into the office more often if you’re nearby.

Key Responsibilities

• Lead and Innovate: Lead, mentor, and scale a global team of Cloud & Customer Reliability Engineers, fostering a culture of accountability, innovation, and continuous learning. Drive the adoption of AI, ML, and agentic AI to enhance operational efficiency.
• Enhance Observability and Monitoring: Own the strategy for a unified, full-stack observability platform that provides end-to-end visibility across metrics, logs, and traces. You will oversee the new Zuora Monitoring Solution and its future enhancements.
• Drive Reliability: Champion a proactive operational model by implementing predictive monitoring and hyper-personalized anomaly detection for customers. Your goal is to detect and mitigate issues before they impact customers.
• Automate and Scale: Oversee the development and deployment of an agentic AI platform and specialized AI agents to automate tasks such as incident management, provisioning, and troubleshooting. The goal is to scale operations 10x with AI and reduce manual toil.
• Operational Excellence: Drive improvements in key metrics like Time to Mitigate (TTM), Time to Provision, and customer-reported incidents. Reduce alerts and incidents through automation and intelligent systems.
• Strategic Partnerships: Partner with other engineering teams to enable developer productivity and build a resilient, scalable, and customer-aligned platform.

Your Experience

• 10+ years of experience in site reliability engineering, cloud operations, or a related field in a SaaS environment.
• Proven experience in leading and scaling high-performing teams responsible for reliability, monitoring, and observability.
• Deep expertise in leveraging AI/ML, automation, and AIOps to solve complex operational challenges.
• Strong background in developing and implementing full-stack observability solutions (metrics, logs, traces) at scale.
• Demonstrated ability to drive strategic initiatives, define roadmaps, and deliver on key business outcomes.
• Excellent leadership, communication, and interpersonal skills, with the ability to influence cross-functional stakeholders.
• Experience with incident management, root cause analysis, and a data-driven approach to problem-solving.

#ZEOLife at Zuora

As an industry pioneer, our work is constantly evolving and challenging us in new ways that require us to think differently, iterate often and learn constantly—it’s exciting. Our people, whom we refer to as “ZEOs" are empowered to take on a mindset of ownership and make a bigger impact here. Our teams collaborate deeply, exchange different ideas openly and together we’re making what’s next possible for our customers, community and the world.

As part of our commitment to building an inclusive, high-performance culture where ZEOs feel inspired, connected and valued, we support ZEOs with:

• Competitive compensation, variable bonus and performance reward opportunities, and retirement programs
• Medical, dental and vision insurance
• Generous, flexible time off
• Paid holidays, “wellness” days and company wide end of year break
• 6 months fully paid parental leave
• Learning & Development stipend
• Opportunities to volunteer and give back, including charitable donation match
• Free resources and support for your mental wellbeing

Specific benefits offerings may vary by country and can be viewed in more detail during your interview process.

Location & Work Arrangements

Organizations and teams at Zuora are empowered to design efficient and flexible ways of working, being intentional about scheduling, communication, and collaboration strategies that help us achieve our best results. In our dynamic, globally distributed company, this means balancing flexibility and responsibility — flexibility to live our lives to the fullest, and responsibility to each other, to our customers, and to our shareholders. For most roles, we offer the flexibility to work both remotely and at Zuora offices.

Our Commitment to an Inclusive Workplace

Think, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all.

Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to [email protected].