Manager, Machine Learning

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. We are the creators and stewards of the Experience Management category, serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention — most of all it requires close-knit, high-functioning teams with unwavering dedication to serving our customers.

The AI Core organization at Qualtrics manages the entire model development lifecycle for AI/ML and Agentic applications. It consists of ML engineers, applied scientists, and data and infrastructure engineers who provide the platforms, frameworks, tools, and services needed for safe, scalable, and accessible AI/ML development and deployment. The platform engineering team builds an enterprise‑grade AI/ML system compliant with security and industry standards such as FedRAMP, ISO
42001, GDPR, HIPAA, and PCI. Within this platform, you will lead a team responsible for the architecture, development, and operation of core reusable AI/ML components, including training pipelines, online model serving, feature stores, voice transcription, event stream processing, and LLM serving. This team handles services that process billions of requests weekly across Qualtrics. You will also lead projects and collaborate with ML practitioners and senior engineers to shape the future of Qualtrics’ AI and model‑serving infrastructure, reporting to the Director of AI Core’s Platform Engineering team.

• Connect Strategy to Execution:
  Translate organizational priorities into a clear, actionable technical vision and long‑term roadmap for the AI Core Platform, aligning work with the broader mission.
• Drive Technical Excellence:
  Build a scalable, highly‑available, and cost‑efficient ML platform services to deliver delightful user experiences and ensure community safety.
• Innovation & Adoption:
  Direct the evaluation and integration of new ML frameworks, including LLMs, Generative AI, and agentic solutions, keeping Qualtrics at the forefront of Experience Management (XM) AI.
• Build strong, trust‑based relationships across Product, Data Infrastructure, and ML/Applied Science teams. Drive technical consensus and coordinate execution for large, cross‑cutting platform initiatives and roadmap for our AI platform.
• Instill an MLOps culture, standardizing best practices in feature engineering, model observability, governance, and infrastructure.

• Context Mastered and Team Embedded:
  You quickly develop a deep understanding of the team's structure, systems, workflows, and cultural norms, building the situational awareness needed to lead with clarity and effectiveness.
• High‑Performing Team Building:
  Own and evolve the engineering hiring process, focusing on quality, equity, and candidate experience.
• Lead, mentor, and grow high‑performing Machine Learning Engineers, providing clear career paths, constructive feedback, and growth opportunities.

• Define and gain alignment on a multi‑quarter technical roadmap for one or more critical platform areas (e.g., LLM Serving or the Feature Store), demonstrating a clear plan for scalable, measurable impact.
• Run Team Operations with Structure and Empathy:
  Lead execution through consistent team rituals (planning, retrospectives, one‑on‑ones), balancing structure with empathy for alignment and psychological safety.
• Stay hands‑on by participating in code reviews, technical design discussions, and occasionally contributing to the codebase.
• Instill best practices for software development and documentation, ensuring high‑quality deliverables on time.
• Actively manage, mentor, and coach your team, fostering professional development and strong team culture.
• Work closely with global clients to provide solutions and ensure outstanding customer experiences.
• Recruit, hire, and develop top engineering talent to build a world‑class team.

• 10+ years of total experience in ML engineering, focusing on large‑scale data,…