Engineering Manager - Customer Experience AI

We’re hiring an Engineering Manager to lead and scale the team responsible for these surfaces. You’ll set technical strategy and 12-month direction for AI-assisted self-service support, improving automated resolution quality and customer satisfaction while meeting Coinbase’s standards for safety, privacy, reliability, and cost.

What you’ll do

• Lead a high-ownership engineering team building Help Center, social support, and agent knowledge experiences.
• Own end-to-end delivery of self-service discovery, conversational and agentic resolution, intelligent routing, escalation, and human handoff.
• Define architecture for secure, reliable, scalable systems spanning search, knowledge retrieval, chat orchestration, CRM, and ticketing integrations.
• Establish evaluation harnesses, quality metrics, feedback loops, and safeguards for accuracy, groundedness, privacy, and safety.
• Partner with Product, Design, CX Operations, Data, Compliance, Legal, Privacy, and Security on roadmaps, metrics, and execution.
• Evaluate build-versus-buy options and operationalize third-party solutions.
• Break complex initiatives into milestones and drive iterative delivery through experiments, A/B tests, and measured rollouts.
• Own SLAs, SLOs, monitoring, incident response, and operational readiness.
• Coach, develop, hire, and retain exceptional engineers while fostering an inclusive, collaborative culture.
• Communicate progress, risks, and tradeoffs clearly to technical and non-technical stakeholders.

Required Skills and Experience:

• 8+ years of software engineering experience delivering customer-facing products or platforms.
• 3+ years managing high-performing engineering teams, including hiring, coaching, performance management, and team health.
• Production experience with LLM-powered systems, such as RAG, agentic workflows, or tool/function calling, and a strong understanding of quality and safety measurement.
• Experience building and operating distributed systems at scale, including reliability, security, performance, and incident response.
• Strong technical judgment, execution skills, product sensibility, and ability to create structure in ambiguous environments.
• Experience partnering across technical and non-technical teams.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality
• Experience with customer support, knowledge search, or AI-assisted customer experiences.
• Experience with shared infrastructure, cloud platforms, Kubernetes, Terraform, CircleCI, or Buildkite.
• Experience with SQL/NoSQL, gRPC, GraphQL, Kafka, or message queues.
• Proficiency in Ruby or Go, or ability to ramp quickly.

Job ID - P75782

Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation mayalso include equity and bonus eligibility and benefits (including medical, dental, and vision).

Annual base salary range (excluding equity and bonus):

₹9,424,500—₹9,424,500 INR

• Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
• Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
• US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
• Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view thetutorial.
• Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.