Engineering Manager - AI Agents

Department: Engineering - reporting to the CPTO

Salary: £95,000 - £125,000 (depending on experience and seniority)

Equity: A very generous EMI share offering.

Holiday: 26 days + bank holidays.

Mission: Elevate later life for everybody and build the care sector of the future.

Office Policy: Hybrid (two days in office).

Office Location: London Bridge, London, UK.

The Opportunity

We built the first version of Eliza — our AI Enquiry Handler for care providers — and she's live. In 50 pilot care homes, she's already reduced missed calls from 53% to 0%. The concept is proven. Now we need someone to really build her. We're looking for a hands‑on engineering leader to own the Eliza product line from here — taking a live prototype and turning it into a category‑defining AI product. You'll own the technical roadmap, build and lead a small team of product engineers, and work at the intersection of product and engineering. You'll report to the CPTO with a dotted line to the GM for product direction. There's a live product and real users, which means real learnings and real pressure to get things right. But this is still very much a founding role — the foundation is there, and almost everything else is still to be built: deeper integrations with Found, live chat, email, observability at scale, and more. You'll be shaping what Eliza becomes.

What does this role involve?

• Owning the technical roadmap for Eliza and our AI agents product line
• Coding alongside the team — this is a hands‑on leadership role, not a purely managerial one
• Building and line managing a team of product engineers; helping them grow and deliver more impact
• Sharing the product hat with our GM, supported by our CPTO
• Holding a high bar on both speed and quality — oscillating between the two depending on context
• Deepening Eliza's integration with Found: real-time availability, CRM data, booking flows

What problems will you be solving?

Building Eliza taught us that great AI agents in sensitive, human contexts are harder than they look. Here's what you'll be working on:

• Scaling a live voice agent that handles real enquiries from families making one of the hardest decisions of their lives — quality, empathy, and reliability matter enormously
• Deciding what Eliza won’t do — scope discipline is as important as capability. Testing is far more complex than it first seems, and scope creep kills quality
• Eval frameworks — measuring and continuously improving response quality, accuracy, and emotional tone at scale
• Managing LLM economics — token costs, latency trade‑offs, when to prompt engineer, or model selection.
• Responsible automation — Eliza always tells callers she’s AI, escalates when confidence drops, and prioritises trust over completion rate
• Expanding beyond voice into live chat and email enquiry handling

We think you’ll be a great fit if…

• You're a self‑starter who thrives with many unknowns — you provide clarity and make things happen
• You have 7+ years of hands‑on software engineering experience, including leading technical decisions and mentoring engineers. We work in TypeScript — experience across the stack matters
• You have real experience building with LLMs — prompt engineering, eval frameworks, observability
• You're extremely product‑minded — you focus on impact and decreasing the cost of change, not just shipping features
• You know when to use duct tape and when to build for scale — comfortable shipping MVPs, then iterating based on real usage
• Claude Code and AI‑assisted workflows are a natural part of how you work — not just something you've heard of
• You've built something from 0 to 1 and worked in cross‑functional teams

This role isn’t for you if…

• Our mission to elevate later life care doesn't resonate with you
• You want very clear lanes and don't enjoy working in a fast‑paced environment with loosely defined requirements
• You don't enjoy being hands‑on anymore. We believe leaders should operate at all levels
• You don't know how to be scrappy

We want to create an inclusive environment that celebrates the diversity of our people whilst enabling them to do the best work of their careers. We are committed to ensuring that all our people processes are equitable. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. If you require reasonable accommodations during the application or interview process, please let us know at Alice.Rooke@lottie.org