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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 Write your story with a career at Zip 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. What you'll own 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. What you'll bring to the team 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 P