Engineering Manager, Agent Product

About Decagon

Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences.

Our technology enables industry-defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel.

We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We’re proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others.

We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — shape how we work and grow as a team.

About the Team

Decagon builds mission-critical AI products that impact millions of users and directly drive our customers’ success. Our mission is to deliver magical support experiences — AI agents working alongside human agents to help users resolve their issues.

Our New York engineering teams build products and foundational systems across customer support, growth and new verticals. We’re hiring Engineering Managers to lead these teams, shape their technical direction and grow products with meaningful business impact.

About the Role

As an Engineering Manager, Agent Product, you’ll lead a team of generalist product engineers owning one or more product areas end to end — from identifying opportunities and shaping the roadmap to building, shipping and continuously improving the product.

Your team’s primary responsibility is to build reusable products and systems. You’ll stay close to users and customers to inform product decisions, while partnering with product and design to deliver solutions that scale.

Managers here are expected to operate with high ownership and technical depth while helping their teams move quickly and maintain a high quality bar. This role is for someone who enjoys mentoring engineers, exercising product judgment and diving deep into complex technical challenges.

Teams we’re hiring for in New York

Growth: Build internal products that power our sales team — identifying ideal customers, helping reps decide how to engage and directly driving revenue growth.

Enterprise Data Lifecycle: Build the critical systems behind our enterprise data privacy and retention commitments. This team tackles distributed systems challenges with a high bar for scale and correctness, builds capabilities used by our largest enterprise customers, and runs and evaluates its own models.

Collections: Build our product for the debt collection vertical, partnering with external design partners to discover user needs, iterate on the product and prove its value in a new market.

Proactive Agents: Build our outbound, proactive agent product. Learn more about Proactive Agents.

In this role, you will

Lead and grow a team of generalist product engineers owning a product area and its underlying systems

Partner with product and design to identify high-impact opportunities, define the roadmap and translate user needs into scalable products

Drive execution across the full product development lifecycle, from discovery and technical design through launch, iteration and optimization

Help define technical strategy, making thoughtful tradeoffs across user experience, reliability, performance and speed of delivery

Build reusable capabilities that serve users across customers, rather than one-off customer implementations

Stay close to users and customers, using feedback and product outcomes to guide priorities

Support and mentor engineers through technical guidance, feedback and career development

Maintain a high engineering bar while fostering a culture of ownership, velocity and customer obsession

Your background looks something like this