Engineering Manager - Customer Experience AI

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.

• Experie…