Engineering Manager - Customer Experience AI

<div class="content-intro"><p>Ready to do the most impactful work of your career? At&nbsp;<a href="https://www.coinbase.com/?utm_campaign=mt_o_m_w_m_m__coi_0_jd-onchain&amp;utm_source=coinbase">Coinbase</a>, 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.”&nbsp;<a href="https://www.coinbase.com/careers">learn more about working at Coinbase</a>.</p></div><p><strong>About the team</strong></p> <p>The CXAI Engineering team is part of Coinbase’s Consumer Engagement and Experience (CEE) organization, focused on transforming how customers interact with crypto support. Our mission is to deliver fast, accurate, and secure resolutions using Generative AI—moving beyond traditional support systems to build an intelligent orchestration layer between customers and the blockchain.</p> <p>We’re looking for an Engineering Manager to lead the development of our AI-powered Automated Resolution platform. This role will guide a team working across a hybrid ecosystem of internal LLM-driven agents and key third-party integrations. You’ll own the evolution of the system’s core intelligence—enabling it to understand complex issues, securely retrieve context, and take meaningful actions across on-chain and in-app environments.</p> <p><strong>What you’ll be doing:</strong></p> <ul> <li>Lead AI Strategy &amp; Execution: Drive the roadmap for our conversational AI stack, moving beyond simple decision trees into LLM-driven reasoning, RAG, and agentic workflows.</li> <li>Orchestrate the AI Ecosystem: Oversee the integration of third-party AI solutions while simultaneously scaling our in-house LLM infrastructure to handle high-stakes crypto support queries.</li> <li>Build Evaluation &amp; Guardrails: Establish rigorous AI evaluation frameworks (LLM-as-a-judge) and feedback loops to ensure our models are accurate, grounded, and compliant with global financial regulations.</li> <li>Agentic Automation: Move from "chat" to "action" by building secure pathways for AI agents to perform complex tasks (e.g., transaction troubleshooting, account recovery) via internal APIs.</li> <li>Drive Technical Architecture: Define how we handle vector databases, prompt engineering, and context window management to provide a personalised experience for every Coinbase user.</li> <li>Operational Excellence: Own the reliability of AI services, including latency optimisation, cost management (token usage), and fallback mechanisms to human agents.</li> </ul> <p><strong>What we look for in you</strong><strong>&nbsp;</strong></p> <ul> <li>8+ years of software engineering experience, with 2+ years leading high-performing teams in a fast-paced environment.</li> <li>Hands-on AI/ML Leadership: Proven experience shipping products powered by Large Language Models (LLMs). You understand the nuances of prompt engineering, fine-tuning, and the current landscape of model providers (OpenAI, Anthropic, etc.).</li> <li>Systems Thinking: Experience building RAG (Retrieval-Augmented Generation) pipelines and managing the data lifecycle required to ground AI in real-time knowledge.</li> <li>Platform Mindset: You’ve built scalable, distributed systems and understand how to integrate AI components into a high-traffic production environment (Go, Ruby, or similar).</li> <li>Evaluation Obsessed: You don’t just "vibe check" AI; you have experience with quantitative evaluation frameworks to measure hallucination rates, accuracy, and customer sentiment.</li> <li>Security &amp; Safety First: A deep understanding of how to build AI "guardrails"—ensuring models don't leak PII or hallucinate financial advice.</li> </ul> <p><strong>Nice to haves:</strong></p> <ul> <li>Experience with Vector Databases (e.g., Pinecone, Weaviate, Milvus) and AI Orchestration frameworks (e.g., LangChain, LlamaIndex)</li> <li>Experience in FinTech or Crypto, specifically navigating the balance between AI innovation and strict regulatory/compliance requirements.</li> <li>Background in NLP (Natural Language Processing) or traditional Machine Learning before the Generative AI boom.</li