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Full-time
bachelor degree, postgraduate degree
Bonus Program, 401k Retirement, Medical, Dental, Vision, Basic Life
Posted 39d ago
Apply by Jun 30
~40 hrs/week
Responsibilities
Establish and lead a new AI-driven Customer Insights function to transform customer experience through data-driven insights. The role involves designing scalable AI/ML solutions, managing a team of engineers, and collaborating with executive leadership to influence product roadmaps.
Requirements
Requires a Bachelor's or Master's degree and 10-15 years of software engineering experience, with at least 3 years focused on AI/ML. Candidates must have hands-on expertise in Python, cloud-native architectures (AWS/Azure), and modern AI technologies like LLMs and RAG.
Full job description
Role Summary
Looking for a role where you can lead, mentor, and still stay hands-on with cutting-edge AI and machine learning technologies? Be ready to build a new AI-powered customer insights capability from the ground up and shape the future of customer experience as we are seeking an innovative and hands-on Senior Manager, AI/ML Engineering & Customer Insights to establish and lead a new strategic function focused on transforming customer experience through data-driven insights and artificial intelligence. This role sits at the intersection of Engineering, Product, Data, and Customer Experience, with responsibility for building capabilities that aggregate and analyze telemetry data, customer feedback, reviews, support signals, and product usage patterns to identify opportunities that improve customer satisfaction, retention, and acquisition. You will define the vision, architecture, processes, and operating model for leveraging AI/ML and Generative AI technologies to uncover actionable insights at scale. You will be both a technical leader and people manager, capable of developing proof-of-concepts, building production-grade solutions, and leading a growing team of engineers and data professionals. The ideal candidate combines deep software engineering expertise with practical AI/ML experience, strong business acumen, and the ability to influence stakeholders across engineering, product, and executive leadership teams. Location Note: This is a Hybrid position located in Frisco, TX. You will be required to be onsite on a regular basis. We are only considering candidates within a commutable distance to one of the two locations and are not offering relocation assistance at this time. Position Details
About the Role:
Establish and lead a new AI-driven Customer Insights function within the engineering organization.
Define the strategy, roadmap, and technical vision for leveraging AI/ML to improve customer experience and business outcomes.
Partner with Engineering, Product, Customer Experience, and Leadership teams to identify high-impact opportunities and prioritize initiatives.
Build frameworks, processes, and best practices for insight generation, experimentation, and measurement.
Design and implement AI/ML solutions that aggregate, analyze, and synthesize data from multiple sources including telemetry, application logs, customer reviews, surveys, support interactions, and product feedback.
Develop machine learning models, algorithms, and analytical frameworks that identify trends, root causes, customer pain points, and product improvement opportunities.
Leverage Large Language Models (LLMs) and Generative AI technologies to automate insight generation, sentiment analysis, summarization, classification, and recommendation workflows.
Build proof-of-concepts and rapidly validate emerging AI technologies before scaling them into production environments.
Develop approaches to measure the effectiveness and business impact of AI-generated insights.
Architect and build scalable cloud-native solutions on AWS and/or Azure environments.
Develop robust data pipelines and processing frameworks capable of handling large-scale structured and unstructured datasets.
Lead the development of APIs, services, and platforms that support customer insight generation and consumption.
Ensure engineering excellence through modern software development practices, security, reliability, and operational scalability.
Drive adoption of MLOps and AI platform best practices for model deployment, monitoring, governance, and continuous improvement.
Build, mentor, and lead a high-performing team of engineers and data professionals.
Provide technical guidance, coaching, and career development support.
Participate in hiring, technical assessments, and team-building activities as the function expands.
Present findings, recommendations, and business impacts to senior leadership.
Translate complex technical analyses into actionable insights for non-technical stakeholders.
Influence product roadmaps and engineering priorities through data-driven recommendations.
Collaborate closely with global teams and stakeholders to align customer experience initiatives across the organization.
About You:
Bachelor's or Master's degree in Computer Science, Engineering, Data Science, Machine Learning, or a related field.
10–15 years of software engineering experience with at least 3+ years focused on AI/ML, advanced analytics, or data-driven product development.
Proven experience leading engineering teams and delivering complex technical initiatives from concept through production.
Strong hands-on programming experience with Python and modern software engineering practices.
Demonstrated experience applying AI/ML techniques to solve real-world business problems.
Experience building scalable cloud-native applications and data platforms in AWS, Azure, or GCP environments.
Strong understanding of machine learning lifecycle, model deployment, experimentation, and production operations.
Experience working with large-scale structured and unstructured datasets.
Strong stakeholder management, communication, and influencing skills.
Ability to balance strategic leadership with hands-on technical contribution.
Hands-on experience of Machine Learning, Predictive Analytics, Natural Language Processing (NLP), Large Language Models (LLMs), Prompt Engineering, Retrieval-Augmented Generation (RAG), and AI platforms such as OpenAI, Anthropic, and Hugging Face, with experience developing AI-powered solutions including sentiment analysis, summarization, classification, and recommendation systems.
Strong software engineering experience with Python and/or Golang, including designing and developing RESTful APIs, microservices, distributed systems, and event-driven architectures.
Experience building and deploying cloud-native applications using AWS (EKS, Fargate, S3, Lambda), Azure, or Google Cloud Platform (GCP), with expertise in Docker and Kubernetes for containerization and orchestration.
Strong knowledge of SQL and NoSQL databases, including Microsoft SQL Server, DynamoDB, MongoDB, and Cassandra, along with experience working with big data technologies such as Apache Spark, Hadoop, and Data Lake architectures.
Experience with messaging and middleware technologies, including Kafka, Redis, and RabbitMQ, to build scalable, high-performance distributed applications.
Success Measures:
Success in this role will be measured by:
Creation and successful adoption of a customer insights capability.
Improvements in customer satisfaction and experience metrics.
Identification and resolution of customer-impacting engineering issues.
Influence on product decisions through actionable insights.
Delivery of scalable AI-powered solutions that drive measurable business outcomes.
Growth, effectiveness, and engagement of the engineering team.
Ideal Candidate Profile
The successful candidate is a builder, innovator, and leader who enjoys creating new capabilities from the ground up. They combine strong engineering fundamentals with modern AI expertise and have the ability to translate large volumes of customer and operational data into meaningful business impact. They are equally comfortable discussing architecture with engineers, product strategy with product leaders, and business outcomes with executive stakeholders.
#LI-Hybrid
Company Overview
McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment. Company Benefits and Perks
We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.:
Bonus Program
401k Retirement
Medical, Dental, Vision, Basic Life, Short Term Disability and Long-Term Disability Coverage
Paid Parental Leave
Support and Community Involvement
14 Paid Company Holidays
Unlimited Paid Time Off for Exempt Employees
96 Hours of Sick Time and 120 Hours of Vacation for Non-Exempt Employees Accrued Each Year
We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status. Pay Range
The anticipated compensation for this position is USD $135,910.00/Yr. - USD $223,285.00/Yr. depending on experience and qualifications. Job Applicant Privacy Notice
Please click here to view and download the Job Applicant Privacy Notice, which applies to all McAfee job applicants who are residents of the state of California.
We’re creating what’s next in online protection. As technologists, creatives, and people who thrive on looking forward, we make life online safe, so everyone can enjoy it with confidence—in all the ever-shifting forms it will take.
Just as life online is full of possibility, life at McAfee is as well. You’ll have the freedom to explore challenges, take smart risks, and reach your potential in one of the fastest-growing industries in the world—backed by a team that supports and inspires you.
Offices: 6220 America Center Dr, San Jose, California 94089, US
Real TimeInformation TechnologyCloud SecurityCyber SecurityEnterprise SoftwareArchitectureNetwork SecurityConsumer Electronics
Based on 4103 listings with disclosed salaries, most software jobs in Texas pay between $95k–$221k per year. Individual offers vary with seniority, company size, and specialization.
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