Engineering Manager - Customer Experience AI

📋 Description

• • Lead the CXAI Engineering team at Coinbase to build an AI-powered Automated Resolution platform that transforms customer support using Generative AI, enabling intelligent orchestration between customers and blockchain systems.
• • Drive AI strategy and execution by shaping the roadmap for conversational AI, advancing beyond decision trees to LLM-driven reasoning, RAG, and agentic workflows that handle complex crypto support queries.
• • Orchestrate the AI ecosystem by integrating third-party AI solutions while scaling in-house LLM infrastructure, ensuring secure, accurate, and compliant performance in high-stakes financial environments.
• • Build evaluation frameworks and guardrails using LLM-as-a-judge techniques to measure hallucination rates, accuracy, and sentiment, ensuring models are grounded, safe, and regulation-compliant.
• • Enable agentic automation by creating secure pathways for AI agents to perform actions like transaction troubleshooting and account recovery via internal APIs, moving from chat to tangible outcomes.
• • Define technical architecture for vector databases, prompt engineering, and context window management to deliver personalized, low-latency, cost-efficient experiences for Coinbase users.
• • Own operational excellence through latency optimization, token cost management, fallback mechanisms to human agents, and system reliability in production.
• • Join a mission-driven team within Coinbase’s Consumer Engagement and Experience (CEE) organization, working to increase economic freedom by building the future global financial system through blockchain innovation.
• • Collaborate with high-caliber colleagues in an intense, feedback-driven culture that values growth, accountability, and solving hard problems — with required in-person participation at offsites to foster alignment and connection.
• • Grow as a technical leader by shipping AI products at scale, deepening expertise in LLMs, RAG, AI safety, and platform engineering while impacting millions of users in the crypto economy.