Senior Engineering Manager - Agentic Process & Self-Service

• Proven engineering leadership across modern software engineering, AI enabled products and high performing engineering teams.
• Shape the future of AI powered customer experiences at Zip, leading teams building intelligent self service that will transform how millions of customers interact with us.
• Hybrid working with team connection days in our Sydney or Melbourne office

Join Zip's Technology function, responsible for building and maintaining seamless, secure and sustainable platforms that enable customers to shop with confidence and merchant partners to grow their brands.

As our Senior Engineering Manager for Agentic Process & Self Service, you'll lead multiple engineering teams delivering the next generation of AI powered customer experiences. Working at the intersection of engineering, product, design and AI, you'll help shape how intelligent automation, conversational experiences and self service capabilities redefine customer support while improving operational efficiency.

This is a unique opportunity to influence Zip's AI strategy, build exceptional engineering capability and create products that customers genuinely love to use.

• Lead multiple engineering teams, creating an environment where people thrive, grow and consistently deliver exceptional outcomes.
• Shape the engineering strategy for our Agentic Process & Self Service Squad, partnering closely with Product, Design and Data & AI leaders.
• Deliver scalable AI powered customer and merchant experiences that simplify complex journeys through intelligent self service and automation.
• Build secure, reliable and scalable engineering platforms that support AI enabled customer experiences at enterprise scale.
• Champion modern engineering practices, helping teams adopt AI technologies that improve productivity, quality and delivery.
• Guide technical direction and architectural decisions across complex engineering initiatives.
• Develop Engineering Managers and senior engineers, building leadership capability and strengthening succession across the organisation.
• Drive engineering excellence through strong delivery practices, operational performance and continuous improvement.
• Collaborate across Technology to strengthen engineering consistency, innovation and customer outcomes.

Zipsters work on a broad range of initiatives, and our skills and experiences all look a little different. What really matters to us is that you're a great fit with our four Values, and have a desire to learn and grow.

So whether you meet some or all of the desirable attributes below, we'd still love to hear from you.

• Experience leading multiple engineering teams within a modern product led technology organisation.
• A strong background delivering customer facing AI enabled products, intelligent self service platforms or conversational experiences.
• Strong software engineering expertise across cloud platforms, distributed systems and modern engineering practices.
• Experience working with technologies such as LLM orchestration frameworks, Retrieval Augmented Generation (RAG), vector databases or enterprise AI platforms.
• Knowledge of AI safety, evaluation frameworks and building secure, responsible AI solutions within regulated environments.
• Experience developing Engineering Managers and building high performing engineering cultures.
• Strong stakeholder management skills with the ability to influence across Engineering, Product, Design and Data & AI.
• A passion for balancing engineering quality, delivery excellence and customer outcomes.
• A leadership style that empowers others, builds capability and creates a culture of continuous improvement.
• A mindset that embraces AI and new tools to adapt, learn and grow.
• An aptitude for identifying and managing risks. Whether you are a People Manager or an Individual Contributor, we are all leaders at Zip, therefore effective risk management is important to how we run our business and part of all our roles.
• Our values in your DNA: Customer First, Own It, Stronger Together and Change the Game

As we write this next exciting chapter in our story, we will continue to move at pace and embrace change. For you, this might mean opportunities to learn new skills with hands-on experience, broader responsibilities, or the buzz of seeing your work impact customers faster.  

Zip is a place where you’ll get out exactly what you put in. When you join the team, we'll do our best to make sure you can be yourself and surround yourself with smart, friendly colleagues and leaders who have your back, so that you can make the big things happen.

Zipsters tell us these are just some of the best things about working here. You’ll also receive:

• 25 days paid leave annually, including birthday leave and quarterly wellbeing days
• 16 weeks paid parental leave for primary carers, and 4 weeks for supporting carers
• Family support policies including miscarriage bereavement leave and domestic violence leave
• Mental health and wellness initiatives, including $299 annual wellbeing allowance, free access for you and family members to our EAP service Sonder, discounted private health insurance, and great rates on fitness sessions through ClassPass
• 2 days paid volunteering leave per year
• Access to the Flare Benefits Hub and Novated Leasing for savings across lifestyle, essentials and wellbeing
• Fee-free Zip products, and discounts with Zip merchant partners 
• Team social events, epic offices, free breakfast daily, and weekly free lunches

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.

Equally, we’re committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products that bring customers and merchants together.

Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.

We’re proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do.

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