Engineering Manager, Customer Agent

United States Digital Space LLC; Boston (MA); On-site; USD 176,000 - 264,000; Full time

Benefits offered by this job

Annual bonus

Equity

Health benefits

Job summary

United States Digital Space LLC in Boston, MA, is seeking an Engineering Manager for its Customer Agent team. You will lead the development of a scalable, AI-powered conversational system that helps brands interact with customers at scale.

This role blends hands-on engineering with strategic leadership to drive a platform that evolves with advances in AI. You will shape technical direction, grow the team, and deliver features that improve customer conversations and outcomes.

Qualifications

• 5+ years of software engineering experience.
• 2+ years of experience managing engineering teams, including remote members.

Responsibilities

• Own the team’s mission, strategy, and roadmap.
• Lead and manage a team of engineers and key workstreams.
• Participate in interviewing, hiring, and leveling.
• Develop SMART goals and career development plans for direct reports.
• Align technical strategies with business goals and deliver reliable AI systems roadmap.
• Engage stakeholders to translate customer needs into AI-driven roadmaps and solutions.
• Advise on modeling, system design, and experimental decisions.
• Improve engineering processes like recruitment, performance development, and communication.
• Stay current with AI trends and leverage opportunities within the ecosystem.

Skills

Full-stack engineering

AI systems

Team leadership

LLM APIs

Tools

LLM APIs

Job description

*At the company, we value the unique backgrounds, experiences and perspectives each the company (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying.*

Engineering Manager, Customer Agent

Are you looking for one of the most impactful AI-native leadership roles in Boston? Join us at the company 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 the company’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 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 the company'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 the company’s ecosystem.

Who You Are:

• Experience building AI‑driven product features in a full‑stack capacity and leading teams who have built scaled systems.
• 5+ years of experience in software engineering, 2+ years of experience managing engineering teams, including remote members and lead engineers.
• 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

**Massachusetts Applicants:**It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Our salary range reflects the cost of labor across various U.S. geographic markets. The range displayed below reflects the minimum and maximum target salaries for the position across all our US locations. The base salary offered for this position is determined by several factors, including the applicant’s job‑related skills, relevant experience, education or training, and work location.

In addition to base salary, our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign‑on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility.

Base Pay Range For US Locations:

$176,000—$264,000 USD

*This role may require up to 10% travel for purposes such as new hire onboarding, client or partner work if applicable, team meetings, and industry events. Travel is coordinated in advance.*

Get to Know the company

We’re the company (pronounced clay-vee‑oh). We empower creators to own their destiny by making first‑party data accessible and actionable like never before. We see limitless potential for the technology we’re developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you’re ready to do the best work of your career, where you’ll be welcomed as your whole self from day one and supported with generous benefits, we hope you’ll join us.

*AI fluency at the company includes responsible use of AI (including privacy, security, bias awareness, and human‑in‑the‑loop). We provide accommodations as needed.*

*By participating in the company’s interview process, you acknowledge that you have read, un*