AI Engineering Manager; Core AI Platform

Front is the leading AI-powered customer service platform built for collaboration. Front brings core support channels into a modern, intuitive workspace where teams can collaborate on requests, automate manual processes, and delight customers across their entire lifecycle. Front’s flexible workflows, AI features, and customer intelligence provide the efficiency and insights to keep entire organizations customer-first, every day. More than 9,000 of the most innovative companies worldwide including Culture Amp, Hoot Suite, and Y Combinator use Front to deliver five-star service at scale.

Backed by Sequoia Capital and Salesforce Ventures, Front has raised $204M from leading venture capital firms and independent investors including top executives at Atlassian, Okta, Qualtrics, Zoom, and Pager Duty. Front has received numerous Great Place to Work accolades, including Built In's 100 Best Midsize Places to Work in SF 2025
, Top Places to Work by USA Today 2025
, Y Combinator's list of Top Companies in 2023
, #4 on Fortune’s Best Workplaces in the Bay Area™ ,
Inc. Magazine's 2022 Best Workplaces list
, and Forbes Best Startup Employers 2022 List
.

Over 9,000 companies rely on Front to run their customer operations. AI is reshaping what's possible in this space, and Front is building the platform to deliver on that promise. At the center of this effort is our Core AI Platform team – a group of our strongest applied AI and engineering talent whose work underpins every AI-powered experience across the product.

We're looking for an engineering leader to own this team and its outsized impact on Front's product and customers.

The Core AI Platform team is responsible for three things:

• Building and maintaining the foundational AI infrastructure (LLM integrations, RAG pipelines, evaluation systems) that all product teams at Front rely on
• Enabling product feature teams to ship AI-powered experiences quickly and reliably by providing well-abstracted, production-grade AI capabilities
• Pushing the frontier on AI techniques and tooling so Front stays ahead of the rapid pace of change in AI/ML

To be successful in this role, you will manage a team of senior AI engineers – both applied AI and full-stack AI specialists – to deliver on an ambitious technical roadmap. You will guide strategic AI investments by evaluating emerging techniques and directing effort toward the highest-impact bets. You will lean in on technical design and architecture, scale the team by attracting top AI talent, and drive the processes that let a platform team serve many product teams effectively.

This is a highly collaborative role where you will partner closely with product managers, other engineering managers, and engineers across the organization.

• Own the technical roadmap for Front's AI platform, guiding strategic investments in AI by evaluating emerging techniques, making build-vs-buy decisions, and partnering with product and engineering leadership to prioritize the highest-leverage capabilities
• Drive architectural decisions on AI infrastructure – LLM orchestration, RAG systems, model evaluation, prompt management – ensuring reliability, scalability, and developer ergonomics
• Manage and grow a team of senior engineers, providing mentorship and career development while maintaining a high talent bar
• Define and improve the interfaces between the AI platform and product feature teams, enabling autonomous and efficient execution across the organization
• Contribute to engineering-wide initiatives as a member of Front's engineering management team

• Deep technical fluency in AI/ML systems, particularly LLM-based applications, with the ability to evaluate trade-offs and guide architectural decisions alongside senior engineers
• Track record of managing and scaling a team of senior/staff engineers through ambiguous, fast-moving problem spaces
• Proven ability to guide strategic AI investments – evaluating emerging techniques, making build-vs-buy decisions, and directing team effort toward the highest-impact bets in a rapidly evolving space

• Strong cross-functional partnership skills to…