Engineering Manager, Customer Agent

<div class="content-intro"><p><em>At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (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. Want to learn more about life at Klaviyo? Visit <a class="_ymio1r31 _ypr0glyw _zcxs1o36 _mizu194a _1ah3dkaa _ra3xnqa1 _128mdkaa _1cvmnqa1 _4davt94y _4bfu18uv _1hms8stv _ajmmnqa1 _vchhusvi _kqswh2mm _ect4ttxp _syaz13af _1a3b18uv _4fpr8stv _5goinqa1 _f8pj13af _9oik18uv _1bnxglyw _jf4cnqa1 _30l313af _1nrm18uv _c2waglyw _1iohnqa1 _9h8h12zz _10531ra0 _1ien1ra0 _n0fx1ra0 _1vhv17z1" href="http://klaviyo.com/careers" data-renderer-mark="true">klaviyo.com/careers</a>&nbsp;to see how we empower creators to own their own destiny.</em></p></div><div><strong>Engineering Manager, Customer Agent</strong><br><br>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.<br><br>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.<br><br>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.<br><br>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.<br><br>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.<br><br><strong>How You Will Make a Difference:</strong></div> <ul> <li>Lead and manage a team of full-stack and AI engineers and directly manage some workstreams yourself.</li> <li>Collaborate on project planning, define achievements, identify dependencies, and ensure business goals are met.</li> <li>Actively participate in interviewing, hiring, and team leveling.</li> <li>Develop SMART goals and career development plans for direct reports.</li> <li>Develop and execute technical strategies aligned with Klaviyo's business goals, ensuring exceptional products and a reliable, user-friendly AI systems roadmap.</li> <li>Engage with internal and external stakeholders to understand needs, resolve blockers, manage expectations, and translate customer needs into valuable AI-driven roadmaps and solutions.</li> <li>Advise the team on modeling, system design, experimental design, and implementation decisions.</li> <li>Improve engineering-wide processes such as recruiting, performance development, communication, and agile development.</li> <li>Stay current with emerging AI trends and technologies, identifying and leveraging opportunities within Klaviyo’s ecosystem.</li> </ul> <div><strong>Who You Are:</strong></div> <ul> <li>Experience building AI-driven product features in a full-stack capacity and leading teams who have built scaled systems.</li> <li>5+ years of experience in software engineering, 2+ years of experience&nbsp; managing engineering teams, including remote members and lead engineers.</li> <li>Exceptional communication skills, capable of collaborating with diverse stakeholders to translate business/product roadmaps into AI-driven technical roadmaps