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Engineering Manager - Customer Experience AI

coinbase· 25 open roles

Remote RemoteFull-time3 days ago
Salary
Undisclosed
Experience
Mid
Job Type
Full-time
Posted
3 days ago
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About This Role

The Engineering Manager - Customer Experience AI at Coinbase leads the development of an AI-powered Automated Resolution platform, guiding a team working across a hybrid ecosystem of internal LLM-driven agents and key third-party integrations. This role owns the evolution of the system's core intelligence, enabling it to understand complex issues and take meaningful actions. The ideal candidate has 8+ years of software engineering experience, with 2+ years leading high-performing teams in a fast-paced environment. The role involves driving AI strategy and execution, orchestrating the AI ecosystem, and building evaluation and guardrails. The Engineering Manager will also drive technical architecture, own the reliability of AI services, and ensure operational excellence.

Key ResponsibilitiesAI-extracted

  • 1
    Lead AI strategy and execution, driving the roadmap for the conversational AI stack
  • 2
    Orchestrate the AI ecosystem, overseeing the integration of third-party AI solutions and scaling in-house LLM infrastructure
  • 3
    Build evaluation and guardrails, establishing rigorous AI evaluation frameworks and feedback loops
  • 4
    Drive technical architecture, defining how to handle vector databases, prompt engineering, and context window management
  • 5
    Own the reliability of AI services, including latency optimization, cost management, and fallback mechanisms to human agents

RequirementsAI-extracted

  • 8+ years of software engineering experience, with 2+ years leading high-performing teams in a fast-paced environment
  • Hands-on AI/ML leadership, with proven experience shipping products powered by Large Language Models (LLMs)
  • Systems thinking, with experience building RAG pipelines and managing the data lifecycle required to ground AI in real-time knowledge
  • Platform mindset, with experience building scalable, distributed systems and integrating AI components into a high-traffic production environment
  • Evaluation obsessed, with experience with quantitative evaluation frameworks to measure hallucination rates, accuracy, and customer sentiment

Perks & BenefitsAI-extracted

Typically: health coverage
Typically: paid time off
Typically: equity and bonus eligibility
Typically: opportunities for professional growth and development in a fast-paced and innovative environment
Typically: flexible and remote work arrangements

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