Requirements

• Several years of experience leading engineering managers in organizations of comparable scale and complexity.
• Experience building and shipping AI systems in production, such as agentic tooling, chatbots, RAG and knowledge pipelines, or in-house AI platforms.
• Ability to set technical direction through architecture reviews, principles, tech leads, and guardrails, and defend a technical viewpoint.
• Comfortable with evaluation methodology and data-driven assessment of AI system effectiveness.
• Ability to explain the business value of automation to non-technical stakeholders.

What you'll be doing

• Leading and growing a group of engineering managers and senior engineers (25-30 people), including hiring, performance, and career development.
• Setting the technical direction for customer support systems including agent orchestration, knowledge systems, and tooling for human support agents.
• Driving increased automation rates while maintaining high quality and fair resolution guardrails.
• Partnering closely with Customer Support, Product, Analytics, and Design teams to own complex cross-functional initiatives.

Perks and benefits

• Unique career growth opportunities to accelerate professional development.
• Competitive salary and stock options to align your success with the company’s success.
• Wellness perks supporting physical and mental health.
• One-month paid sabbatical after 5 years of service.
• Company-wide events and smaller team gatherings for connection and collaboration.
• Hybrid work model with at least 12 in-office days per month balancing flexibility and collaboration.