Engineering Manager - Customer Experience AI

ABOUT THE ROLE We are seeking an experienced Engineering Manager to lead the development of our AI-powered Automated Resolution platform on the CXAI Engineering team within Coinbase's Consumer Engagement and Experience (CEE) organization. As a key member of our team, you will guide a group of engineers building 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 As an Engineering Manager, you will be responsible for driving the roadmap for our conversational AI platform, advancing from decision trees to LLM reasoning, RAG, and agentic workflows. Your key responsibilities will include: - Leading the integration of third-party AI solutions while scaling in-house LLM infrastructure for high-stakes crypto support. - Building evaluation frameworks and feedback loops to improve model accuracy, grounding, compliance, and customer outcomes. - Enabling secure agent actions for workflows such as transaction troubleshooting and account recovery through internal APIs. - Defining technical architecture across vector databases, prompt design, and context management to deliver high-quality customer support. - Guiding the development of our AI-powered Automated Resolution platform, shaping the future of crypto support through generative AI. WHAT YOU'LL NEED To be successful in this role, you will need: - 5+ years of experience in software engineering and technical leadership. - Proven track record of successfully managing and growing engineering teams. - Strong understanding of conversational AI, LLM reasoning, and agentic workflows. - Experience with vector databases, prompt design, and context management. - Excellent communication and leadership skills. WHY REMOTE Coinbase is a remote-first company, with the flexibility to work from anywhere. However, we also believe in the value of in-person collaboration and will require quarterly in-person working sessions called “surges” to ensure alignment and teamwork. BENEFITS Coinbase offers a competitive salary, comprehensive benefits package, and the opportunity to work on cutting-edge technology in the crypto industry.