# Senior Engineering Manager, Customer Agent

**Company:** [Intercom](https://hotfix.jobs/companies/intercom)
**Location:** London, United Kingdom
**Role:** Engineering Management
**Experience:** 5+ years
**Skills:** Ai-Assisted Development, Claude Code, Mcp Servers, Software Architecture, Product Engineering, Machine Learning, Ecommerce, Customer Support, Roadmap Planning, Cross-Functional Collaboration
**Posted:** 2026-08-20

> Leads product engineering teams building AI-powered customer experiences across support, sales, ecommerce, and success. The role requires exceptional people leadership, strong product and technical judgment, comfort with ambiguity, and hands-on engagement in fast-moving engineering work.

## Job Description

## 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.

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