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Klaviyo is seeking an Engineering Manager to lead the Customer Agent team, building conversational AI systems that enable brands to engage with customers at unprecedented scale. This is a hands-on leadership role combining people management with deep technical involvement in AI-native product development.
You will manage a team of full-stack and AI engineers, owning the team's mission, strategy, and roadmap. Key responsibilities include leading team development and hiring, collaborating with product, data science, and go-to-market leaders to define requirements and priorities, guiding system design and architecture decisions, and ensuring platform reliability. You'll work on foundational architectural decisions, stay current with AI ecosystem advances, and directly engage with complex technical problems alongside your team.
The role involves setting technical direction in partnership with your team, developing SMART goals and career plans for direct reports, conducting performance reviews, and mentoring engineers at all levels. You'll translate business and product roadmaps into AI-driven technical strategies, engage with internal and external stakeholders to understand needs and resolve blockers, and advise the team on modeling, system design, and implementation decisions.
Customer Agent is central to Klaviyo's vision for AI-powered customer engagement, delivering real-time, contextually aware conversations that help brands support, convert, and retain millions of consumers. This is an opportunity to shape the next generation of conversational AI and define how brands and customers interact at global scale.
Required: 5+ years software engineering experience, 2+ years managing engineering teams (including remote members and lead engineers), proven ability to lead complex multi-quarter projects involving multiple teams, in-depth understanding of scalable system architectures, and strong hands-on technical skills with AI/ML systems. Exceptional communication skills and ability to mentor at all levels are essential.
