Senior Engineering Manager AI Steering at Gladly

About Gladly:Uniquely powered by Customer AI Gladly is the only CX platform that puts the customer not tickets at the center of every conversation. Trusted by the worlds most customer-centric brands including Crate & Barrel Ulta Beauty and Tumi Gladly delivers radically efficient and radically personal was built for B2C leaders who refuse to compromise on operational efficiency or experience. With Gladly every conversation feels uniquely tailored and instantly responsive emotionally intelligent and operationally precise deeply personal and effortlessly scalable. At the heart of our simply powerful platform is Gladly Customer AI uniquely designed to maintain a single continuous conversation across all channels while striking the perfect balance of technology and human connection. Learn more at.Gladly is the platform for building enterprise agentic systems trusted by the worlds most customer-centric brands including Crate&Barrel Ulta Beauty and Tumi. Were at the forefront of using AI to improve how customer service works in the real world.Were a remote-first company that values flexibility curiosity and collaboration. If youre excited about using AI to solve real problems for real people Gladly offers a unique environment where advances in AI connect directly to products driving customer impact.About the AI Steering TeamOur mission is to make Gladlys agentic AI platform understandable steerable and improvable by humans through the right tooling reporting and feedback loops.This team builds the control surface for agents on the platform: reports that help users understand how their agents are performing and the configuration tools that let them adjust and improve behavior. Were designing the interfaces technical and human that make a complex AI system transparent trustworthy and tunable.Why This Role Is SpecialThis is not just another AI job..As the Engineering Manager for AI Steering youll lead the team that empowers users to understand and steer their agentic AI systems. Youll design the reports dashboards and configuration UX that let real people take meaningful control over their agents behavior.Were not chasing hypewere 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.What Youll DoLead 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 whats 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 systemsMentor engineers and foster a culture of clarity data-driven iteration and thoughtful system design.What You BringEngineering leadership experience: 5 years leading teams including delivering large-scale complex systems.Bias for action: Proven ability to take ambiguous early-stage ideas to productionespecially 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 skillsyou 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.Bonus Points ForHands-on experience with LLMs embeddings RAG pipelines or agentic workflows.Familiarity with observability and monitoring tools such as DataDog and LangSmith.Background in AI tooling evaluation or configuration systems for real-world applications.Open-source contributions public talks or thought leadership in AI or engineering.Compensation:$183000 to $215000 annual salary equity benefitsFor cash compensation we set standard ranges for all U.S.-based roles based on function level and geographic location benchmarked against similar stage growth order to be compliant with local legislation as well as to provide greater transparency to candidates we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors including geographic location as well as candidate experience and expertise and may vary from the amounts listed above.Why Join GladlyAt Gladly were not just building softwarewere transforming an industry. We take a people-first approach both in our product and our culture. When you join us youll enjoy:Competitive salaries stock options and comprehensive benefitsGenerous paid time off parental leave and home office stipendsA fully remote work environment with opportunities for in-person team gatheringsA strong commitment to professional growth and an inclusive workplace where diverse perspectives thriveAt Gladly we believe in challenging the status quo celebrating grit and striving for excellence. We thrive as a team by embracing transparency collaboration and a customer-first mindset. If this role excites you but you dont meet every qualification we still encourage you to apply. Diverse perspectives and experiences are the cornerstone of our success.Required Experience:Manager Key Skills Data Center Experience,ArcGIS,Cloud Infrastructure,Construction Estimating,Go,Mathcad,React,Redux,AWS,Software Development,Auto Estimating,Distributed Systems Employment Type : Full-Time Experience: years Vacancy: 1 Yearly Salary Salary: 183000 - 215000