Senior Engineering Manager, Customer Agent

Responsibilities

• Own strategically significant workstreams end to end and be accountable for business outcomes.
• Manage from the front line by understanding the product, customer problems, and context deeply.
• Shape teams operating in ambiguous product spaces in close partnership with Product.
• Partner with Product, Design, Sales, and machine learning engineers and scientists where relevant.
• Build a seamless customer experience across sales, ecommerce, support, and success through a unified agent experience.
• Contribute directly when needed through coding, analysis, cross-functional collaboration, or unblocking team members.
• Bring together engineers, establish high expectations, build momentum, and drive execution under aggressive timelines.
• Develop senior and staff engineers into leaders through direct, actionable feedback.
• Partner with the Engineering Director on group-level strategy and investment decisions.
• Promote effective AI-assisted development practices across teams.

Requirements

• Exceptional people leadership combined with a personally action-oriented approach.
• Product-minded, with strong product engineering instincts and experience in product-heavy environments.
• Comfortable operating during early product formation and making sound decisions amid ambiguity.
• AI fluency and active experimentation with AI-assisted software development.
• Technical credibility, including the ability to review architecture proposals and exercise sound technical judgment.
• Strong communication skills across leadership alignment, stakeholder management, performance conversations, and technical problem-solving.
• Extreme autonomy and the ability to identify problems, form convictions, and act independently.
• Critical thinking about business priorities and the ability to translate them into team-level decisions.
• Experience managing product engineering teams building AI-powered customer experiences in partnership with ML and adjacent teams.
• This role does not directly manage ML engineers or ML scientists.

Compensation & Benefits

• Competitive salary and equity in a fast-growing start-up.
• Pension scheme with matching up to 4%.
• Life assurance and comprehensive health and dental insurance for employees and dependents.
• Flexible paid time off policy.
• Paid maternity leave and six weeks of paternity leave.
• Cycle-to-Work Scheme and secure bike storage.
• MacBook standard, with Windows available for certain roles.
• Hybrid working policy with at least three days per week in the office.