Where this was said
New Org Structure: Flat, Senior, and Sometimes Humans Work for Agents
At 23:05 · chapter starts 22:55
Angela pushes on the structural reality: Kavak had thousands of employees. Agents now do most things. So what does the org actually look like? Alejandro describes it as radically flat — small, senior, cross-functional teams that blend engineering, AI, and operations. Some team members build agents, some work for agents by executing physically, and some serve customers in the real world. Middle management as a coordination layer has largely been replaced by agents as orchestrators [1] — Alejandro Maza Ayala "Middle management is disappearing at Kavak. The new org is flat, senior, and hyper-empowered — each team blends engineering, AI, and operat…" 22:55 . Angela then asks about the human-in-the-loop design specifically. Most agentic systems, Alejandro observes, handle failure by escalating to a tier-2 queue and abandoning the case — which breaks the feedback loop and prevents agents from learning. Kavak's design is different: a stuck agent calls an API requesting human help, a human resolves it, and the agent that originally held the case maintains ownership. This closes the loop, generates the training data, and means the system actually improves.
Middle management is disappearing at Kavak. The new org is flat, senior, and hyper-empowered — each team blends engineering, AI, and operations. Some humans build agents, some work for agents, and some serve the physical world. It's a structure that didn't exist 2 years ago.
