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Klaviyo is seeking a Senior Engineering Manager to lead the team building Customer Agent, a conversational AI system that enables brands to interact with customers at unprecedented scale. This role sits at the intersection of AI product development and team leadership, requiring both hands-on technical depth and people management capability.
You will own the Customer Agent platform end-to-end, from architecture and system design through production reliability and team growth. The role is explicitly hybrid between IC and management: you'll write and ship code when it matters, review architecture decisions, debug production issues, and make reliability trade-offs yourself—while also managing a team of full-stack and AI engineers.
Key responsibilities include:
- Staying hands-on with the technology: writing code, reviewing architecture, and solving hard technical problems
- Designing systems for orchestration, evaluation frameworks, and guardrails that keep autonomous agent behavior safe and trustworthy at scale
- Owning team mission, strategy, and roadmap; directly managing some workstreams
- Managing and growing a team of engineers through hiring, leveling, and career development
- Partnering with product, data science, and go-to-market teams to translate customer needs into technical roadmap
- Providing meaningful feedback focused on empathy, curiosity, and growth investment
You bring 8+ years of software engineering experience building products and 4+ years managing engineering teams. Critically, you've shipped production agentic systems handling live customer-facing traffic and personally owned the hardest agent problems: orchestration, evaluation frameworks, guardrails, and failure handling on non-deterministic output. You're credible because of the work itself, not org-chart authority. You genuinely enjoy developing people—hiring, leveling, coaching, and performance management are core to what you want from this role, not a chore.
Nice-to-haves include experience running multi-tenant agent platforms at production scale, turning single-team tools into shared infrastructure, and mentoring engineering managers.
