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 un