Senior Engineering Manager, Customer Agent

Responsibilities

• Own strategically significant engineering workstreams end-to-end and be accountable for business and product outcomes.
• Manage from the front line by understanding the product, customer problems, and context; contribute directly through coding, analysis, collaboration, and hands-on problem solving when needed.
• Shape teams operating in ambiguous, early-stage product spaces in close partnership with Product and Design.
• Partner with Product, Design, Sales, and machine learning engineers and scientists to build a seamless AI-powered customer experience across sales, ecommerce, support, and success.
• Form and lead high-performing engineering teams, establish high expectations, build momentum, and drive execution under aggressive timelines.
• Develop senior and staff engineers into leaders through direct, actionable feedback and expanded leadership opportunities.
• Partner with the Engineering Director on group-level strategy, investment priorities, and trade-offs.
• Advance AI-assisted development practices using Claude Code, MCP servers, skills, and shared tooling.

Requirements

• Exceptional people leadership combined with a personally action-oriented approach.
• Product-minded perspective with strong understanding of what is being built and why.
• Experience operating effectively during early product formation and ambiguity.
• Strong product engineering instincts, ideally from product-heavy environments involving customer problems, roadmap shaping, and rapid iteration.
• Active fluency with AI-assisted software development and willingness to drive adoption across teams.
• Technical credibility sufficient to review architecture proposals and exercise sound technical judgment.
• Strong written and verbal communication across leadership, stakeholders, performance conversations, and technical problem solving.
• Extreme autonomy, sound judgment, and ability to identify problems and act without waiting for direction.
• Critical thinking about business priorities and ability to translate them into team-level decisions.
• Experience leading product engineering teams building AI-powered customer experiences in partnership with machine learning teams; this role does not directly manage ML engineers or scientists.

Compensation and Benefits

• Benefits and programs support health and wellbeing, family, time away from work, and financial future; offerings vary by location.
• Hybrid working policy with an expectation of working from the office at least three days per week.