Engineering Manager - Customer Experience AI

About the role

This role involves leading the development and implementation of AI solutions to enhance customer experience at Coinbase. The manager will be responsible for defining the strategic roadmap for the conversational AI stack, including the integration of external AI solutions. A key part of the work is establishing robust evaluation frameworks and guardrails for AI systems, ensuring their effectiveness and safety.

The Engineering Manager will also drive the technical architecture for critical components like vector databases and prompt engineering. This includes building secure mechanisms for AI agents to automate complex tasks. The role demands a focus on operational excellence, ensuring the reliability and performance of all AI services under their purview.

The CXAI Engineering team operates within Coinbase’s Consumer Engagement and Experience (CEE) organization, with a mission to transform how customers interact with crypto support. Success in this position means delivering innovative, scalable, and reliable AI solutions that significantly improve the customer support journey, leveraging generative AI technologies.

The competitive salary for this position ranges from $142,000 to $238,000, with total compensation potentially including equity and bonus eligibility.

Skills that matter here

• AI: This role requires leading the strategy and execution of AI-powered solutions for customer experience.
• ML: The manager will oversee the development and deployment of machine learning models, particularly large language models, for customer support.
• Large Language Models: A core responsibility is shipping products powered by LLMs and building RAG pipelines.
• Golang: Experience with Golang is part of the required technical background for building scalable, distributed systems.
• AWS: Familiarity with AWS is expected for managing and deploying scalable cloud-based AI services.
• Kubernetes: Knowledge of Kubernetes is relevant for orchestrating and managing distributed AI systems.

Who this role suits

• A person with a background in leading engineering teams, specifically in the AI/ML domain.
• Someone who has hands-on experience bringing LLM-powered products to market.
• An individual who prioritizes robust evaluation frameworks and AI safety in their development process.
• A leader capable of defining technical architecture and ensuring the operational excellence of AI services.

From the employer

• Lead AI Strategy & Execution: Drive the roadmap for our conversational AI stack.
• Orchestrate the AI Ecosystem: Oversee the integration of third-party AI solutions.
• Build Evaluation & Guardrails: Establish rigorous AI evaluation frameworks.
• Agentic Automation: Build secure pathways for AI agents to perform complex tasks.
• Drive Technical Architecture: Define how we handle vector databases and prompt engineering.
• Operational Excellence: Own the reliability of AI services.

• 8+ years of software engineering experience, with 2+ years leading high-performing teams.
• Hands-on AI/ML Leadership: Proven experience shipping products powered by LLMs.
• Systems Thinking: Experience building RAG pipelines.
• Platform Mindset: Built scalable, distributed systems.
• Evaluation Obsessed: Experience with quantitative evaluation frameworks.
• Security & Safety First: Deep understanding of AI guardrails.

• Competitive salary range: $142K-$238K.
• Total compensation may include equity and bonus eligibility.
• Benefits include medical, dental, and vision.