Senior Engineering Manager - Customer Agent

Senior Engineering Manager, Customer Agent

Are you looking for one of the most impactful AI-native leadership roles in Boston? Join us at Klaviyo and lead the team building Customer Agent, a conversational AI system that enables brands to interact with their customers at a scale they have never achieved before.

Customer Agent is central to Klaviyo’s vision for AI-powered customer engagement. It delivers real-time, contextually aware conversations that help brands support, convert, and retain millions of consumers. We are just beginning to unlock what is possible, and we are looking for an engineering leader who is eager to define that future.

We are seeking someone with deep experience building and scaling agentic systems and AI-enabled products. You will shape how Customer Agent evolves into a highly extensible and reliable platform. This includes setting technical direction in partnership with your team, developing and growing the team, driving foundational architectural decisions through the team, and keeping pace with rapid advances in the AI ecosystem. Although this is a leadership role, we value candidates with strong hands-on engineering experience who can engage deeply with complex technical problems.

In this role, you will own the team’s mission, strategy, and roadmap. You will work closely with leaders across engineering, product, data science, and go-to-market functions to define requirements, set priorities, and measure success. You will guide system design, ensure platform reliability, and deliver features that significantly improve customer conversations and outcomes. You will also lead teams that apply machine learning models and LLM-based APIs to create adaptive and personalized conversational agents.

This position is ideal for a leader who wants to shape the next generation of conversational AI and redefine how brands and customers interact at global scale.

How You Will Make a Difference:

• Lead and manage a team of managers, leads, plus full-stack and AI engineers and directly manage some workstreams yourself.
• Collaborate on project planning, define achievements, identify dependencies, and ensure business goals are met.
• Actively participate in interviewing, hiring, and team leveling.
• Develop SMART goals and career development plans for direct reports.
• Develop and execute technical strategies aligned with Klaviyo's business goals, ensuring exceptional products and a reliable, user-friendly AI systems roadmap.
• Engage with internal and external stakeholders to understand needs, resolve blockers, manage expectations, and translate customer needs into valuable AI-driven roadmaps and solutions.
• Advise the team on modeling, system design, experimental design, and implementation decisions.
• Improve engineering-wide processes such as recruiting, performance development, communication, and agile development.
• Stay current with emerging AI trends and technologies, identifying and leveraging opportunities within Klaviyo’s ecosystem. Who You Are:
• 10+ years of experience in software engineering, with extensive work building AI-driven product features in a full-stack capacity and leading teams who have built scaled systems
• 5+ years of engineering management experience, including managing managers or multiple teams
• Exceptional communication skills, capable of collaborating with diverse stakeholders to translate business/product roadmaps into AI-driven technical roadmaps and solutions that add significant customer and business value.
• Motivated to grow the team through developing current members and attracting new talent to expand capabilities.
• Eager to engage with code, understand the product area, and provide applicable technical mentorship.
• In-depth understanding of common engineering architectures for highly scalable systems.
• Proven ability to lead and deliver complex, multi-quarter projects involving at least two teams.
• Comfortable conducting performance reviews and mentoring team members at all levels. Bonus Points:
• We love recovering entrepreneurs. If you’ve ever run your own thing, you’ll have company on our team.

Boston, MA - In-Office Role

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