Senior Engineering Manager, Service Hub Omnichannel Group

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Engineering Manager, Service Hub Omnichannel Group based in United States.

This is a senior engineering leadership opportunity focused on building the next generation of AI-first omnichannel experiences at enterprise <scale.You> will lead multiple engineering teams responsible for scalable platform and product capabilities across voice, messaging, email, and applications.The role combines people leadership, product engineering, technical strategy, and hands-on architectural <guidance.You> will work closely with Product, Design, and engineering leaders to shape roadmaps and deliver high-quality customer <experiences.You> will help create a unified platform that enables seamless communication across channels for hundreds of thousands of customers.Success requires navigating ambiguity, developing strong engineering talent, and fostering a culture of accountability, innovation, and continuous improvement.This is an opportunity to influence a critical platform while helping define how AI and human collaboration shape modern customer engagement.

Accountabilities

• Lead, develop, and scale several engineering teams, including engineering leaders, senior technical contributors, and individual engineers.
• Build and maintain a high-performance engineering culture through clear goals, continuous feedback, performance management, accountability, and career development.
• Drive the delivery of scalable platform and product experiences that support communication capabilities across multiple customer-facing products and teams.
• Partner closely with Product, Design, and cross-functional leadership to define priorities, shape roadmaps, and execute strategic initiatives.
• Provide technical leadership across the full stack, guiding architecture, resolving complex engineering challenges, and contributing to critical technical decisions.
• Align engineering teams around the needs of internal stakeholders and external partners by delivering a robust, reliable, and easy-to-integrate omnichannel platform.
• Guide product development from early-stage validation and experimentation through mature, high-scale production experiences.
• Navigate ambiguity and incomplete information, establish clarity, and enable teams to move quickly while maintaining strong technical and product standards.
• Encourage the effective use of AI and generative AI in product development workflows and customer-facing experiences.
• Mentor engineering leaders and senior technical talent while strengthening collaboration and technical alignment across the broader organization.

Requirements

• Proven experience leading and scaling engineering organizations of 20+ engineers, including team leads and senior technical individual contributors.
• Strong product engineering background with experience building and scaling SaaS products from early development through periods of significant growth.
• Demonstrated experience guiding feature delivery across the full product lifecycle, from early validation and experimentation to mature production capabilities.
• Strong understanding of both frontend and backend architecture, with the technical credibility to participate in and influence full-stack engineering decisions.
• Hands-on technical leadership experience, including architecture, engineering strategy, technical problem-solving, and mentoring.
• Demonstrated ability to drive high performance through effective goal setting, feedback, coaching, and performance management.
• Ability to operate effectively in ambiguous and rapidly changing environments, making sound decisions without complete information.
• Strong cross-functional collaboration skills and experience partnering effectively with Product, Design, and Engineering leadership.
• Experience leveraging or integrating AI and generative AI into product development workflows or customer-facing features.
• Experience with voice calling and SMS capabilities is a plus.
• Experience building AI-powered products or agents is advantageous.
• Exposure to both enterprise/upmarket and self-service/downmarket product experiences is a plus.

Benefits

• Annual cash compensation range of $250,600–$401,000 USD, including applicable base salary, incentive compensation, and bonus targets.
• Eligibility for equity participation through restricted stock units (RSUs), depending on role and individual circumstances.
• Comprehensive benefits and perks designed to support employees' professional and personal well-being.
• Flexible work options, with eligibility for remote, hybrid, or onsite arrangements in the United States.
• Opportunities to work on AI-first, enterprise-scale products serving a large global customer base.
• Strong opportunities for leadership development, career growth, and cross-functional influence.
• Regional in-person onboarding for Engineering employees, along with opportunities for team and product gatherings.
• Travel may be required for cross-functional collaboration, team alignment, and in-person events.
• A culture centered on customer focus, bold thinking, continuous learning, ownership, adaptability, and high-quality execution.
• Workplace accommodations and support available for candidates who require them.