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.

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