Senior Engineering Manager - Agent Experience

United States Digital Space LLC; Menlo Park (CA); On-site; USD 264,000 - 310,000; Full time

Benefits offered by this job

Health insurance

Equity ownership

401(k) matching

Catered meals

Job summary

United States Digital Space LLC in Menlo Park, CA is seeking a Senior Engineering Manager for Agent Experience to lead a ~15-person engineering team delivering AI-powered features within the Concierge product for high‑value customers.

You will partner with product managers and data scientists, own the roadmap from scoping through launch, and set reliability standards while navigating ambiguity in a fast‑moving fintech environment.

Qualifications

• 8+ years of software engineering experience
• 3+ years in management leading teams of 10+
• Experience in consumer fintech, wealth management, or high-stakes CX domain
• Experience building or scaling zero-to-one products
• Strong cross-functional partnership with product managers
• Comfort presenting to C-suite stakeholders
• Proven reliability standards and quality practices
• Familiarity with LLM/AI systems or AI-powered features

Responsibilities

• Lead and develop a high-performing engineering team (~15)
• Define and execute the Concierge product roadmap from scoping through launch
• Deliver AI-powered features and financial planning tools
• Navigate ambiguity and maintain momentum amid shifting priorities
• Represent engineering in executive discussions with progress, risks, and tradeoffs
• Establish proactive quality measures and engineering best practices
• Champion accountability and continuous improvement within the team

Skills

Software engineering

Engineering management

Roadmaps

Leadership

AI familiarity

Communication

Job description

Join us in building the future of finance.

Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.

About the team + role

We are building an elite team, applying frontier technologies to the world's biggest financial problems. We're looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. the company isn't a place for complacency, it's where ambitious people do the best work of their careers. We're a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards.

The Customer Experience Engineering team at the company sits at the intersection of cutting-edge AI and real human impact. We build the systems that power how millions of customers get support — from intelligent chatbot deflection and ticketing tools to a first-of-its-kind private wealth product called Concierge, designed for high-net-worth customers. Our team of engineers spans iOS, Android, web, backend, and LLM/AI specializations, working closely with dedicated product managers and data scientists to ship products that set a new bar in the fintech space. We move fast, we iterate, and we take quality seriously.

As the Senior Engineering Manager for Agent Experience, you'll own the engineering execution of one of the company's most ambitious and high-visibility zero-to-one products. You'll lead a team of engineers building premium, AI-powered features — natively within the the company app for our highest-value customers. This role requires a leader who is comfortable navigating ambiguity, aligning closely with product leadership, and delivering reliably in a fast-moving environment with executive visibility. You'll be a key voice in shaping both the technical direction and the culture of this team!

This role is based in our Menlo Park, CA office, with in-person attendance expected 5 days per week.

At the company, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.

What You'll Do

• Lead and develop a high-performing engineering team of ~15, owning hiring, performance, and career development across the full stack (iOS, Android, web, backend, and LLM/AI)
• Partner closely with product managers and data scientists to define and execute the Concierge product roadmap, from initial scoping through launch
• Drive delivery of complex, zero-to-one product features — including AI-powered financial planning tooling
• Navigate ambiguity and product direction changes with clarity and composure, maintaining team focus and momentum through shifting priorities
• Represent the engineering team in executive-level discussions, communicating progress, risks, and tradeoffs clearly to senior leadership and the C‑suite
• Establish proactive quality measures, reliability standards, and engineering best practices suited to a high-risk, customer-facing product
• Champion a culture of accountability, technical excellence, and continuous improvement within your team

What you bring

• 8+ years of software engineering experience, with 3+ years in an engineering management role leading teams of 10 or more
• Demonstrated track record leading user-facing product development, ideally in consumer fintech, wealth management, or a high-stakes customer experience domain
• Experience building or scaling zero-to-one products, including navigating high ambiguity and frequent direction changes
• Strong cross-functional partnership skills — you've worked closely with product managers to define roadmaps and translated business goals into clear engineering plans
• Comfort presenting to and engaging with senior leadership and C‑suite stakeholders, including managing expectations in high-visibility settings
• Proven ability to build and maintain service reliability standards and proactive quality practices on consumer-grade systems
• Familiarity with LLM/AI systems, or experience working alongside teams building AI-powered features
• Excellent communication skills — written and verbal — with the ability to create clarity from complexity

Nice to have:

• Experience in regulated financial products or familiarity with wealth management offerings (tax, estate planning, etc.)
• Background in both platform/infrastructure and product engineering, enabling strong technical breadth across the stack
• Experience supporting a team through organizational transitions or leadership changes

Leadership Expectations

Our ambitious roadmap requires a great culture shaped by exceptional leaders. Here's what we expect from them:

Drive high performance by setting clear, focused goals, giving real-time feedback, stretching top talent, and scaling impact through focus, dedication, and technology.

Hire and retain top talent by setting a high bar, hiring only those who raise it, investing in onboarding, and addressing talent issues quickly and fairly.

Create community by connecting work to purpose, removing friction while prioritizing safety, building trust and inclusion, and leading from the front with integrity.

What we offer

• Challenging, high-impact work to grow your career
• Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching
• Top Tier benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents
• Access to the the company Employee Fund that gives eligible US employees the opportunity to invest in a private employee fund that provides exposure to the company Ventures funds.
• Access to the best AI tools on the market and continuous AI skill-building for every employee, technical or not.
• Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more
• Employer-paid life & disability insurance, fertility benefits, and mental health benefits
• Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
• Exceptional office experience with catered meals, events, and comfortable workspaces.

In addition to the base pay range listed below, this role is also eligible for bonus opportunities + equity + benefits.

Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process.

Base Pay Range:

Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)

$264,000—$310,000 USD