Senior Engineering Manager - AI Insight & Control

Senior Engineering Manager - AI Insight & Control

Base pay range : $183,000.00 / yr - $215,000.00 / yr

About Gladly

Gladly is a customer‑centric CX platform powered by AI. It delivers efficient, personal experiences to brands like Crate & Barrel, Ulta Beauty, and Tumi. Gladly’s Customer AI keeps a single, continuous conversation across all channels, blending technology and human connection. Gladly is building enterprise agentic systems to drive real impacts.

About the Agent Insight & Control Team

Our mission is to make Gladly’s agentic AI platform understandable, steerable, and improvable by humans through tooling, reporting, and feedback loops. We build the control surface for agents : dashboards, reporting pipelines, and configuration UXs that give users transparency, trust, and tunability.

What You’ll Do

• Lead a cross‑functional product team (backend, frontend, data science) building the control plane : dashboards, reporting pipelines, and configuration UXs.
• Own the feedback loop between agent performance insights and configuration, enabling users to act on data.
• Develop the infrastructure that powers these loops : telemetry pipelines, evaluation metrics, and APIs exposing agent performance.
• Collaborate closely with Product, Design, and Data Science to define “steerability” in practice—from reports to in‑product tuning experiences.
• Deliver production‑ready tools that help users analyze agent behavior and adjust configuration in real time.
• Drive innovation staying on the cutting edge of AI and introducing best practices for interpretable, configurable, and human‑controllable systems.
• Mentor engineers and foster a culture of clarity, data‑driven iteration, and thoughtful system design.

What You Bring

Bonus Points For

Compensation

$183,000 to $215,000 annual salary + equity + benefits.

Why Join Gladly?

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