Manager, Agent Architecture

Role overview

This Manager, Agent Architecture role leads and develops a team of Agent Architects who design and ship AI Agents for enterprise customer service. The position balances hands-on delivery with people leadership, requiring significant time on live customer engagements alongside setting team goals, hiring, coaching, and quality enforcement. It is a frontline role at the intersection of enterprise AI deployment and team management.

Responsibilities

- Hire Agent Architects, run weekly 1:1s, conduct performance reviews, and build development plans - Coach Associate and mid-level architects on prompt engineering, conversation design, and customer-facing judgment - Set team goals and OKRs aligned with Professional Services priorities - Manage capacity and workload across concurrent engagements, surfacing resourcing tradeoffs early - Represent the Agent Architecture team to Sales, Product, Engineering, customers, and partners - Personally guide customers through AI Agent implementations, from strategic advice to end-to-end delivery - Serve as the escalation point when agent performance degrades - Define quality standards, enforce them through review, and document best practices for internal and external audiences - Turn recurring field problems into structured feedback for the Product team

Requirements

- Experience leading people as a formal manager, team lead, or through sustained mentorship - 3+ years of conversation design and AI agent development experience - 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 enterprise customer experience - Sound judgment on capacity and prioritization, able to reason clearly about what the team can and cannot absorb

Nice to have

- First-time managers with a strong coaching track record are welcome