Engineering Manager, Customer Agent

Klaviyo, Inc.

Job Overview

Location

Boston, MA

Job Type

Full-time

Full Job Description

📋 Description

• Lead and manage a team of full-stack and AI engineers, directly overseeing key workstreams while fostering technical excellence.
• Collaborate on project planning, define measurable achievements, identify cross-team dependencies, and ensure alignment with business goals for the Customer Agent AI system.
• Actively participate in interviewing, hiring, and team leveling processes to build and scale a high-performing engineering team.
• Develop and execute SMART goals and individualized career development plans for direct reports to support growth and retention.
• Shape and drive technical strategy aligned with Klaviyo’s business objectives, ensuring the Customer Agent platform remains reliable, scalable, and user-friendly.
• Advise engineering teams on modeling techniques, system design, experimental design, and implementation decisions for LLM-based conversational AI systems.
• Engage with stakeholders across engineering, product, data science, and go-to-market teams to translate business needs into technical roadmaps and AI-driven solutions.
• Improve engineering-wide processes including recruiting, performance development, communication, and agile methodologies to enhance team effectiveness.
• Stay current with emerging AI trends and technologies, identifying opportunities to leverage new advancements within Klaviyo’s ecosystem.
• Deliver complex, multi-quarter projects involving coordination across at least two engineering teams to advance the Customer Agent platform.
• Maintain hands-on engagement with code and technical architecture to provide mentorship and make informed decisions on system design and implementation.
• Ensure platform reliability and performance for a real-time, contextually aware AI system that supports millions of customer interactions.
• Apply machine learning models and LLM-based APIs to build adaptive, personalized conversational agents that improve customer support, conversion, and retention.
• Contribute to the evolution of Customer Agent into a highly extensible and robust AI platform that defines the future of brand-customer engagement.

🎯 Requirements

• 5+ years of experience in software engineering with 2+ years managing engineering teams, including remote members and lead engineers.
• Proven experience building AI-driven product features in a full-stack capacity and leading teams that have scaled complex systems.
• In-depth understanding of engineering architectures for highly scalable systems.
• Proven ability to lead and deliver complex, multi-quarter projects involving at least two teams.
• Exceptional communication skills to translate business and product roadmaps into technical AI-driven solutions.
• Comfortable conducting performance reviews and mentoring engineers at all levels.

🏖️ Benefits

• Base salary range of $176,000–$264,000 USD.
• Participation in the company’s annual cash bonus plan.
• Equity compensation.
• Comprehensive health, welfare, and wellbeing benefits.
• Sign-on payments available.
• Opportunity for up to 10% travel for onboarding, team meetings, and industry events.

Skills & Technologies

Remote

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Klaviyo, Inc.

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About Klaviyo, Inc.

Klaviyo is a cloud-based marketing automation platform that aggregates customer data from e-commerce stores, email, SMS, and ads to build unified profiles. Marketers use its segmentation, predictive analytics, and omnichannel campaigns to personalize messages, trigger flows, and measure revenue attribution. Designed for online retailers, it integrates with Shopify, WooCommerce, Magento, and major payment gateways, offering real-time dashboards and GDPR-compliant tools to grow repeat sales and customer lifetime value.

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