Engineering Manager - Customer Experience AI

Ready to be pushed beyond what you think you’re capable of? At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system. To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems. Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be. While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported. About the team 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. 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. What you’ll be doing: Lead AI Strategy Execution: Drive the roadmap for our conversational AI stack, moving beyond simple decision trees into LLM-driven reasoning, RAG, and agentic workflows. 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. Build Evaluation 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. 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. Drive Technical Architecture: Define how we handle vector databases, prompt engineering, and context window management to provide a personalised experience for every Coinbase user. Operational Excellence: Own the reliability of AI services, including latency optimisation, cost management (token usage), and fallback mechanisms to human agents. What we look for in you 8+ years of software engineering experience, with 2+ years leading high-performing teams in a fast-paced environment. 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.). Systems Thinking: Experience building RAG (Retrieval-Augmented Generation) pipelines and managing the data lifecycle required to ground AI in real-time knowledge. 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). Evaluation Obsesse ... (truncated, view full listing at source)