Engineering Manager, Ambassador Routing

This position is posted by Jobgether on behalf of a partner company. We are currently looking for an Engineering Manager, Ambassador Routing in United States.

This role leads a high-impact engineering team responsible for intelligent routing and service experience technologies, connecting users with the right expertise at the right time. You will manage a team building scalable, distributed systems for skills-based matching, decisioning engines, and differentiated service pathways that directly influence customer satisfaction and operational efficiency. The position requires close collaboration with product, data, operations, and adjacent engineering teams to define roadmaps, prioritize initiatives, and deliver measurable outcomes. Ideal candidates are experienced in distributed systems, possess strong technical judgment, and thrive in fast-paced environments where customer impact is paramount. This is an opportunity to shape service experiences that scale globally while developing top engineering talent.

• Lead and mentor an engineering team focused on routing, matching, and service optimization
• Develop and execute technical roadmap and strategies for scalable, distributed systems
• Build and maintain skills-based routing and differentiated service pathways to improve customer satisfaction
• Collaborate with Product, Data, Science, and Operations teams to align goals and drive success metrics (e.g., NPS, CSAT, time-to-resolution)
• Establish high-quality standards through architecture and design reviews, technical guidance, and pragmatic trade-offs
• Champion customer-centric discovery using metrics and qualitative insights to prioritize initiatives
• Foster a high-trust, inclusive, and accountable team culture through coaching, feedback, and career development

• 10+ years of software engineering experience, including 4+ years managing teams in fast-paced environments
• BS/MS in Computer Science or related field, or equivalent experience
• Experience designing and scaling distributed systems (APIs, event-driven architectures, service-oriented systems)
• Strong technical judgment with ability to balance quality, speed, and delivery trade-offs
• Proven ability to define clear roadmaps, milestones, and measurable outcomes from ambiguous problems
• Customer and product-focused mindset, using metrics and feedback loops to guide iteration
• Excellent communication and collaboration skills; ability to align cross-functional partners and drive decisions
• Experience hiring, retaining, and developing engineering talent in an inclusive and accountable environment
• Preferred: experience with routing/matching systems, workflow orchestration, ML or LLM techniques, customer support tooling, skill models, or taxonomies

• Competitive base salary range: $204,000—$255,000 USD
• Eligibility for bonuses, equity, and employee travel credits
• Comprehensive health, dental, and vision coverage
• Flexible remote work options with occasional in-person collaboration
• Professional development, career growth, and leadership opportunities
• Inclusive culture supporting diversity, equity, and belonging

Why Apply Through Jobgether?

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

 Why Apply Through Jobgether? 

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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