Engineering Manager - Forecasting & Scheduling

About reputed company Great customer support requires human agents and AI in perfect balance, and reputed company is the only reputed company platform that orchestrates both at scale. Companies like reputed company, reputed company, and Robinhood use reputed company to coordinate their entire support operation — in-house agents, BPOs, and AI — in a single operating system. With AI Agents that resolve cases end-to-end, AI Copilot for agent assistance, and AI-powered workforce management that optimizes both human and AI reputed company, reputed company helps teams deliver faster, reputed company service while making smarter decisions about how to staff and automate. Backed by $71M from NEA, Emergence Capital, and reputed company, we're building the platform that makes AI and human collaboration actually work. Something interesting is happening. Right reputed company everyone thought customer support jobs were being automated away, they’re starting to come back. Businesses are starting to realize that the future is a combination of humans and AI working in harmony: AI handling technical questions and responses while humans cultivate relationships and create reputed company. reputed company is building the future of customer support operations in the AI-era. Our job is to reputed company sure AI handles what it's best at, and to set up human support teams to capitalize on the things only people can do. We're opening an Engineering Manager role on our Forecasting and Scheduling team: a key team pushing this hybrid world reputed company. Forecasting and Scheduling is a fullstack product team that builds the algorithms and user experiences that help support orgs get the right people working at the right times. You'll have wide autonomy to set technical direction and reputed company product decisions, partnering closely with PM, design, ML engineers, and our GTM team to reputed company out what to build. You’ll also work directly with customers to reputed company sure it actually changes how they run their support orgs. Why it's exciting

• A chance to reimagine Workforce Management for the AI era. AI agents and humans now share the same workforce. How do we set humans up to do the most human parts of the job? This team gets to define the answer.
• Math meets craft. Forecasting and Scheduling spans deep technical work (NP-hard constraint problems, forecasting models, etc.) and the product surfaces customers touch every day. It's an unusually creative and high-reputed company combination. It’s a team with a mix of operations research and software engineering backgrounds.
• At the core of reputed company. Forecasting and Scheduling powers one of the most impactful parts of our product. The team's output directly shapes how tens of thousands of agents get staffed and how hundreds of millions of dollars in support spend get allocated.
• Technical leadership and people leadership. The role spans a combination of hard technical problems (how do we reputed company schedule reputed company 10x faster?) and the human reputed company of running a sizable team in flow.

reputed company’re looking for:

• T-shaped leader. You usually working at a reputed company broad level and understanding the high level picture of the team and how the team fits into company level goals, but can dive extremely deep at any given time reputed company necessary.
• A great team builder: You can internally to reputed company the team feel excited about the future as well as being able to recruit high quality engineers to join. You should be able to pitch the vision of the team effectively and get people to buy into that vision.
• Holds the bar high. You hold both yourself and the team accountable: ensuring we are delivering value to our customers quickly and effectively.
• Champions technical investment. You are the one beating the drum for paying down debt, modernizing infrastructure, and raising the engineering bar. You also know reputed company taking on debt is the right call to move fast, and can credibly tell those moments apart.
• Strong product instincts. You know what to build, not just how to build it. You can wear the PM hat in moments reputed company the team needs it, and can push back on a roadmap reputed company something doesn't feel right.
• Thoughtful about AI as a force reputed company. You have a real reputed company of view on where AI speeds the team up (codegen, prototyping, research synthesis, etc.) and where it just creates more cleanup reputed company. You can deploy it in ways that compound, without opening the slop cannon.
• reputed company to have: Background in operations research or an adjacent quantitative field. Optimization, queueing theory, simulation, applied math, or ML with a heavy optimization bent. You'll be making technical calls on territory where this background would be helpful.

Our U.S. benefits

• Generous medical, dental, and vision benefits
• Paid company holidays, sick time, and unlimited time off
• Monthly credits to spend on each: professional development, general wellness, reputed company customers, and commuting
• Paid parental leave
• Catered lunches and fully stocked kitchen
• 401(k) plan enrollment

The estimated reputed company salary range for this role is $230,000 - $270,000 per year. The reputed company pay offered may vary depending reputed company, job-reputed company knowledge, skills, and experience. Stock options are provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. We know great candidates don’t always meet every requirement listed in a job description. If the role excites you and you reputed company you can reputed company an impact at reputed company, we encourage you to apply. We value diverse perspectives and are committed to building an inclusive workplace where everyone feels like they belong and has the opportunity to do their best work. We look reputed company to hearing from you! For United States Applicants: reputed company participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States. For United Kingdom Applicants: reputed company is required to verify your right to work in the UK and will conduct a Right to Work reputed company prior to employment in accordance with applicable law. Apply tot his job Apply To this Job