Engineering Manager - Customer Experience AI

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase. The CXAI Engineering team sits within Coinbase’s Consumer Engagement and Experience (CEE) organization and is reimagining crypto support through generative AI. We build systems that help customers get fast, accurate, and secure resolutions by combining intelligent orchestration, trusted context retrieval, and action across blockchain and app surfaces. We’re hiring an Engineering Manager to lead development of our AI-powered Automated Resolution platform. You will guide a team building across internal LLM-based agents and key third-party integrations, shaping the intelligence layer that understands complex issues, retrieves the right context, and takes meaningful action. What you'll do: Drive the roadmap for our conversational AI platform, advancing from decision trees to LLM reasoning, RAG, and agentic workflows. Lead integration of third-party AI solutions while scaling in-house LLM infrastructure for high-stakes crypto support. Build evaluation frameworks and feedback loops to improve model accuracy, grounding, compliance, and customer outcomes. Enable secure agent actions for workflows such as transaction troubleshooting and account recovery through internal APIs. Define technical architecture across vector databases, prompt design, and context management to deliver personalized support. Own operational excellence across reliability, latency, token cost, and fallback paths to human agents. Required Skills and Experience: 8+ years of software engineering experience, including 2+ years leading high-performing teams. Experience shipping products powered by large language models, with strong understanding of prompt engineering, fine-tuning, and the model provider landscape. Experience building RAG pipelines and managing the data lifecycle needed to ground AI in real-time knowledge. Strong systems and platform background, including scalable distributed systems in high-traffic production environments. Experience designing quantitative AI evaluation frameworks to measure hallucination rates, accuracy, and customer sentiment. Deep understanding of AI safety and guardrails, including preventing PII leakage and unsafe financial outputs. Familiarity with vector databases such as Pinecone, Weaviate, or Milvus, and orchestration frameworks such as LangChain or LlamaIndex. Proficiency in Golang and experience with modern cloud-native infrastructure such as AWS and Kubernetes. Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality Job ID - P75782 Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also 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 the tutorial. 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. AI Disclosure: Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate. Coinbase will not use AI to make decisions impacting employment.