About the Role
- Siena is the first intelligence layer for customer experience, building an operating system of AI agents that learn, remember, and act across every customer touchpoint—from support conversations to shopping experiences to voice and social media interactions. Siena doesn't just automate support; it powers shopping agents, builds persistent customer memory, generates actionable business insights, and creates empathetic interactions that feel human. We're transforming how businesses understand and connect with their customers, turning every interaction into intelligence that makes the next one better. The team is small, distributed, and highly impactful, focusing on building new AI agents that remember, learn, and connect experiences across channels.
- This role involves leading teams in building and deploying AI agents for customer experiences. It is not a traditional engineering manager role, as it requires building platform capabilities (AI pipelines, evaluations, integrations) and owning deployments for strategic customers. We seek a leader with a builder's DNA who approaches the role as a founding team member, passionate about creating the best agentic operating system for customer experience and ensuring customer success.
Responsibilities
- Build and deploy production-grade AI agents: You'll lead a team of engineers building and deploying highly performant, reliable AI agents for strategic customers. These are scalable systems handling millions of customer conversations in production. You'll ensure technical excellence, operational reliability, and high customer impact. You'll be hands-on: meet customers, read PRs, build integrations, jump into customer issues when needed.
- Own outcomes for customers: You'll deploy agents for a portfolio of strategic accounts and own their success. This means driving automation rates up, improving quality, managing escalations, and running customer reviews. You'll coordinate with Sales, Implementation, and Customer Success teams to deliver results. Your customers should be growing and staying with Siena.
- Shape the platform based on deployment learnings: Your team's work with customers will guide platform priorities. You'll surface what's breaking, what's missing, and what would unlock more value. Build evals and measurement frameworks to prove what works in production. Turn deployment insights into product requirements and work with Product, Design, and Engineering teams to shape the roadmap.
- Lead and grow your team: Rally your team through ambiguity, setbacks, and tough customer asks. Push for clarity, focus, and high energy in every sprint. Drive urgency without burning people out. Coach and mentor engineers who want to grow fast and build great things. Partner with recruiting to hire exceptional talent.
Requirements
- Experience leading engineering teams that build and scale end-to-end production systems.
- Strong technical problem-solving skills and ability to guide teams through ambiguous, fast-changing environments.
- Deep understanding of AI/ML systems—ideally agent orchestration, prompt engineering, RAG pipelines, or evaluation frameworks.
- A leadership style that blends high standards with empathy, fostering both speed and quality.
- Proven ability to work closely with customers and translate business needs into technical deliverables.
- You measure success by customer outcomes, not just features shipped.
- Excellent communication skills across technical and non-technical audiences.
Qualifications
- Experience building or deploying AI/LLM systems in production at scale.
- Background as a founder, engineering lead, or startup builder with high ownership and urgency.
- Familiarity with modern agent tooling: eval frameworks, LangChain, observability tools.
Benefits
- Meaningful impact. Your work directly shapes our product and company.
- Globally distributed team working at the bleeding edge of CX and AI.
- Great salary plus the opportunity for equity or stock grants.
- Learning budget. If you're growing, so are we.
- The thrill of building something new. Join us at a stage where your contributions matter most.
- AI-fluency. Make AI your second nature.
- Tackle unsolved problems. We’re redefining how customer experience will look like in the next decades.
- Everyone gets premium accounts (ChatGPT, Claude, Perplexity Pro, Cursor, Lovable) plus a quarterly budget for new tools.