Sr. Engineering Manager - Customer Experience Intelligence (CXI)

<p>At Databricks, we are passionate about enabling data teams to solve the world’s toughest problems — from making the next mode of transportation a reality to accelerating the development of medical breakthroughs. We build and run the world’s leading data and AI infrastructure platform so customers can transform deep data insights into business outcomes.</p> <p>Founded by engineers and grounded in customer obsession, we embrace every opportunity to tackle complex technical challenges — from creating next-generation UI/UX for interacting with data to scaling our services across millions of virtual machines. And we're only getting started.</p> <p>As the Senior Engineering Manager for Customer Experience Intelligence (CXI), you’ll shape how Databricks delivers intelligent, AI-driven customer and Support experiences at scale. This is a high-impact, visible role where you’ll lead a team building the systems that make every customer interaction more seamless, predictive, and trusted. You’ll turn customer and Support signals into real business outcomes — unlocking measurable improvements in deflection, resolution speed, and customer satisfaction — while helping product teams strengthen reliability through actionable insights. Your leadership will ensure AI, automation, and human expertise come together as a single, intelligent ecosystem powering the Databricks customer journey.</p> <p>This is your opportunity to define how Databricks blends human ingenuity and AI to deliver world-class customer experiences. If you’re passionate about leading teams that turn data and intelligence into action—and impact felt across thousands of customers—this is where your work will truly matter.</p> <h2><strong>The Impact You Will Have:</strong></h2> <ul> <li>Own the entire portfolio across customer self-service, support workflows, and product-health intelligence.</li> <li>Own the execution of the team charter by delivering a sequenced, outcome-driven roadmap with explicit tradeoffs between metric movers (deflection, contact rate, MTTM), visible wins, and foundational capabilities.</li> <li>Own rollout strategy through staged releases, enablement, and change management.</li> <li>Collaborate with Tech Leads to ensure explainability, observability, and safe fallback mechanisms before scaling dependencies.</li> <li>Serve as the primary integrator across Support, Product, Enterprise Engineering, Platform, and SME teams.</li> <li>Drive governance to eliminate duplication, resolve conflicting sources of truth, and maintain a unified execution thread tied to measurable outcomes.</li> </ul> <h2><strong>What we look for:</strong></h2> <ul> <li>BS or higher degree in Computer Science or a related field.</li> <li>10+ years of experience building and operating customer-facing workflows and support automation tools that reduce customer effort and improve resolution time.</li> <li>5+ years of experience leading Engineering teams that build products used daily by Support engineers, SREs, or developers.</li> <li>Demonstrated experience delivering AI- or automation-enabled systems</li> <li>Experienced influencing across multiple engineering and product organizations.</li> <li>Excellent written and verbal skills with the ability to articulate complex strategies clearly and concisely.</li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p> </p> <p><strong>Pay Range Transparency</strong></p> <p><span style="font-weight: 400; font-size: 14px;">Databricks is committed to fair and equitable compensation practices. The pay range(s) for this role is listed below and represents the expected salary range for non-commissionable roles or on-target earnings for commissionable roles. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, relevant certifications and training, and specific work location. Based on the factors above, D ... (truncated, view full listing at source)