Engineering Manager — AI Customer Experience

Job overview

The Engineering Manager — AI Customer Experience is a hybrid role based in Palo Alto, California, with onsite work one day per week. The expected annual base salary for the San Francisco Bay Area is $234,650–$259,350. The role leads Point’s team building AI-powered customer experience agents for homeowners. Point’s mission is to make homeownership more valuable and accessible. The manager sets technical direction while remaining hands-on in code and leading a small, senior engineering team. The role develops reliable AI agent systems for voice, email, chat, and SMS, partnering with Product, Operations, and Customer Experience to improve customer workflows.

What you'll do

• Define AI technical strategy for customer experience
• own the roadmap for AI-powered voice, email, chat, and SMS agents
• write code, review pull requests, prototype capabilities, and debug production issues
• partner with Product, CX, and Operations to identify and deliver workflow improvements
• establish agent performance metrics
• design reliable agent architectures, guardrails, and fallback handling
• lead and develop the engineering team
• drive observability and reliability across the AI agent stack.

What we're looking for

Skills & competencies

engineering manager

ai customer experience

hybrid

palo alto ca

point digital finance

llm

conversational ai

ai agents

voice

email

chat

sms

$234,650–$259,350/year

one day onsite weekly

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, and vision plans
• flexible spending and health savings accounts
• unlimited paid time off and 10 company holidays
• paid parental leave
• equity
• 401(k)
• life and disability coverage
• internet and mobile stipends
• wellness perks
• home office reimbursement and equipment.

Why this role

Hybrid schedule requires onsite work in Palo Alto one day per week; role combines hands-on engineering with team leadership and applied AI development.

About the employer

Point Digital Finance, Inc. is hiring for this role. Industry: International, Secondary Market, and All Other Nondepository Credit Intermediation. Sector: 52.