Senior Engineering Manager, Gladly

• Engineering leadership experience: 5+ years leading teams including delivering large-scale, complex systems
• Bias for action: Proven ability to take ambiguous, early-stage ideas to production—especially in 0-to-1 contexts
• Customer- and user-centric mindset: Deep empathy for how people interact with intelligent systems; you balance simplicity with control
• Product intuition: Experience creating intuitive, actionable product experiences that help non-technical users manage complex systems
• Technical depth: Strong foundation in backend systems, data pipelines, and observability tooling, with a willingness to learn about LLMs and agentic AI workflows
• Collaborative leadership: Excellent communication skills—you mentor engineers and bridge between research, infrastructure, and product disciplines
• Data-driven approach: You define success through metrics and measurable impact, not just code delivery

Desirable

• As the Engineering Manager for AI Steering, you’ll lead the team that empowers users to understand and steer their agentic AI systems
• You’ll design the reports, dashboards, and configuration UX that let real people take meaningful control over their agents’ behavior
• We’re not chasing hype—we’re building a production-grade AI platform for agents that are explainable, configurable, and trustworthy
• This is your chance to have a huge technical and product impact, shaping the way humans interact with autonomous AI at scale
• You'll lead a cross-functional product team (backend engineers, frontend engineers, and data scientists) building the control plane for our agentic platform: dashboards, reporting pipelines, configuration UXs
• Own the feedback loop between performance insights and agent configuration — enabling users to see what’s happening and confidently act on it
• Develop the infrastructure that powers these loops: telemetry pipelines, evaluation metrics, and APIs that expose agent performance in understandable ways
• Collaborate closely with Product, Design, and Data science to define what “steerability” means in practice — from reports and dashboards to in-product tuning experiences
• Deliver production-ready tools that help users analyze agent behavior and adjust their configuration, improving outcomes in real time
• Drive innovation, staying on the cutting edge of AI and introducing new best practices for interpretable, configurable, and human-controllable AI systems
• Mentor engineers and foster a culture of clarity, data-driven iteration, and thoughtful system design