Manager, Agent Architecture US

About the role:
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.

This is your opportunity to lead at the front line of enterprise AI, where your credibility comes from doing the work alongside your team, not just directing it.

Areas of ownership:
Team Leadership: 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 ramp expectations for new hires and coach Associate and mid-level Agent Architects on prompt engineering, conversation design, and customer-facing judgment.
Capacity and Stakeholder Alignment: Set team goals and OKRs aligned with Professional Services priorities, manage capacity and workload across concurrent engagements, and surface resourcing tradeoffs early. Represent the Agent Architecture team to Sales, Product, Engineering, customers, and partners.
Hands-on Agent Delivery: Personally guide customers through AI Agent implementations, from strategic advice to scoping to end-to-end delivery. Serve as the escalation point when agent performance degrades.
Quality and Best Practices: Define what good looks like for agent quality, enforce it through review, and make it repeatable across every live project. Document best practices for internal and external audiences, and turn recurring field problems into structured feedback for Product.

Who you are:
Experience leading people, whether as a formal manager, team lead, or through sustained mentorship where you owned a group's growth and output. First-time managers with a strong coaching track record are welcome.
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.