Manager, Agent Architecture

As Manager, Agent Architecture, you will build and lead the team that transforms customer service with AI Agents, while staying in the build yourself. You run a team of Agent Architects: you hire them, coach them, set their goals, and own the quality of every AI Agent they ship, with a significant portion of your capacity on live customer engagements.

What you'll do

• Own hiring for Agent Architect roles, run weekly 1:1s, performance reviews, and career conversations, and build development plans that help each person grow.
• Set team goals and OKRs aligned with Professional Services priorities, manage capacity and workload across concurrent engagements, and surface resourcing tradeoffs early.
• Personally guide customers through AI Agent implementations, from strategic advice to scoping to end-to-end delivery.
• Define what good looks like for agent quality, enforce it through review, and make it repeatable across every live project.
• Serve as the escalation point when agent performance degrades.
• Document best practices for internal and external audiences, and turn recurring field problems into structured feedback for Product.

What you'll need

• Experience leading people, whether as a formal manager, team lead, or through sustained mentorship where you owned a group's growth and output.
• 3+ years of conversation design and AI agent development experience, with a track record of building scalable solution architecture and conversational experiences grounded in real user needs.
• Skilled in advanced prompt engineering, comfortable integrating REST APIs and working with Javascript.
• Strong project and stakeholder management skills, with significant experience working with enterprise customers, including in escalated or high-pressure situations.
• Sound judgment on capacity and prioritization: you can say what your team can and cannot absorb, and back it up with reasoning.