Engineering Manager - AI Customer Support Systems

<span>About Kiwi.com</span><br/><span>Kiwi.com is a leading global travel-tech company headquartered in the Czech Republic. Our innovative algorithm enables users to find better route options and prices other search engines can’t see, daily performing billions of price checks across 95% of global flight content. Are you bold, bright and curious? Join a global business that’s still got a start-up heart.</span><br/><br/><span>About our Customer Support Systems team</span><br/><span>In Customer Support Systems, we focus on developing AI-powered solutions tailored to support our Customers and Customer Support department. Our travel agents rely on customized and reliable tools to efficiently address customer requests. Our primary goal is to automate customer support processes and create a unified interface that enables seamless access to information and collaborative workflows for both front-office and back-office agents.</span> <h3>What you will do</h3> <ul> <li>As a leader of multiple engineering teams, you will be responsible for designing and delivering innovative AI-driven solutions for Customer Support, impacting both Front Office (customer interactions) and Back Office (process automation) operations.</li><li>You will be accountable for the comprehensive, end-to-end delivery of strategic projects, ensuring alignment with our vision of an AI-first approach to customer service.</li><li>You will provide technical leadership and mentorship, guiding engineers through the complexity of integrating cutting-edge AI technologies into scalable customer support systems.</li><li>By collaborating closely with Product Management, Operations and AI research teams, you will define clear product roadmaps, prioritize features and establish a cohesive technical vision.</li><li>You will drive continuous improvement in team practices, emphasizing agile methodologies, automated processes, data-driven decision-making, and innovative problem-solving.</li><li>You will foster an inclusive, collaborative, and high-performing team culture, empowering engineers to grow professionally and contribute actively to technical decisions.</li><li>Act as a key escalation point for cross-functional challenges, leveraging your technical and managerial expertise, you will resolve issues efficiently and establish robust operational policies.</li></ul> <h3>What you will need</h3> <ul> <li>Your significant experience as a technology leader, successfully managing multiple teams to deliver impactful AI-driven solutions.</li><li>Your strong expertise in stakeholder management, demonstrating the ability to build and maintain effective relationships with diverse technical and business stakeholders.</li><li>You bring a deep understanding of AI/ML implementation strategies and hands-on experience integrating these technologies into production-grade customer-facing and internal systems.</li><li>Comprehensive technical knowledge, including software architecture, design patterns, SQL and NoSQL databases, debugging, monitoring, containerization, CI/CD, git, networking, and cloud infrastructure.</li><li>Excellent analytical and problem-solving skills, capable of troubleshooting complex systems, refining processes and clearly communicating solutions and strategies to senior leadership.</li><li>You have a strategic mindset combined with practical business acumen, enabling effective prioritization and delivery of projects aligned with company goals.</li><li>Innovative, agile leadership style that fosters collaboration, continuous learning and high performance within engineering teams.</li><li>Your excellent communication skills in English, with the ability to articulate complex technical concepts clearly and effectively.</li></ul> <h3>We offer you</h3> <ul> <li>We offer a hybrid and flexible work environment. A lovely, modern office in the center of Barcelona (Passeig de Gracia) with great views and amenities.</li><li>Monthly entitlement of 200 Euro redeemable through Cobee. Cobee is a benefits platform offering a range of benefits (meals, transport, nursery, health insurance, and physical wellness) and flexible compensation. It also allows our employees to allocate up to 30% of their gross salary to the consumption of certain products or services, leveraging tax exemption.</li><li>We also enjoy benefits, such as flexible working hours, 30 paid vacation days and sick days.</li><li>Annual financial bonus based on company and individual performance.</li><li>Flight vouchers to celebrate your Kiwi anniversaries.</li><li>Relocation package (including visa transfer support).</li><li>Dogs are welcome in our offices.</li></ul>#LI-VL1<br/><span>Interested? Join us and help us make travel more accessible to all. </span><br/>Kiwi.com is proud to be an equal opportunity workplace and employer. We review applications for employment without regard to their race, colour, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed s