Engineering Manager - CXAI (Customer Experience AI)

📋 Description

• • Lead the strategic vision and execution for Coinbase's Customer Experience AI (CXAI) initiatives, focusing on revolutionizing customer support through advanced AI technologies.
• • Drive the roadmap for the conversational AI stack, pushing beyond traditional decision trees to implement sophisticated LLM-driven reasoning, Retrieval-Augmented Generation (RAG), and agentic workflows.
• • Oversee the intricate orchestration of the AI ecosystem, managing the integration of cutting-edge third-party AI solutions while simultaneously scaling our proprietary in-house LLM infrastructure to adeptly handle high-stakes cryptocurrency support queries.
• • Develop and implement robust AI evaluation frameworks, including LLM-as-a-judge methodologies and comprehensive feedback loops, to ensure the accuracy, factual grounding, and strict compliance of our AI models with global financial regulations.
• • Champion the transition from simple conversational interfaces to actionable AI capabilities by building secure pathways for AI agents to execute complex tasks, such as transaction troubleshooting and account recovery, through internal APIs.
• • Define and refine the technical architecture for AI-powered customer support, focusing on optimal handling of vector databases, advanced prompt engineering techniques, and effective context window management to deliver a personalized and efficient experience for every Coinbase user.
• • Own the end-to-end operational excellence of AI services, encompassing critical aspects like latency optimization, meticulous cost management of token usage, and the implementation of reliable fallback mechanisms to human support agents when necessary.
• • Foster a culture of innovation and continuous improvement within the CXAI engineering team, encouraging experimentation with new AI models, techniques, and tools.
• • Collaborate closely with cross-functional teams, including Product Management, Data Science, and Operations, to align AI strategy with broader business objectives and customer needs.
• • Mentor and develop a team of talented engineers, providing technical guidance, career development support, and fostering a collaborative and high-performing work environment.
• • Ensure the security and safety of AI-driven customer interactions, implementing stringent guardrails to prevent the leakage of Personally Identifiable Information (PII) and to avoid the generation of inaccurate or misleading financial advice.
• • Stay abreast of the latest advancements in AI, particularly in the areas of Generative AI, LLMs, RAG, and agentic systems, and identify opportunities to leverage these advancements for Coinbase's benefit.
• • Contribute to the overall engineering culture at Coinbase, promoting best practices in software development, system design, and operational reliability.
• • Manage the lifecycle of AI models, from development and training to deployment, monitoring, and ongoing maintenance, ensuring they remain effective and up-to-date.
• • Drive the technical direction for how AI interacts with user data, ensuring privacy and compliance are paramount in all AI implementations.
• • Build and maintain strong relationships with external AI vendors and partners, evaluating new technologies and solutions.
• • Define key performance indicators (KPIs) for the CXAI platform and track progress against these metrics, reporting on performance to stakeholders.
• • Lead the team through complex technical challenges, breaking down problems into manageable components and guiding the team towards effective solutions.
• • Ensure the scalability and resilience of the AI platform to handle Coinbase's growing user base and transaction volume.
• • Champion a data-driven approach to decision-making, using metrics and user feedback to inform product development and AI model improvements.
• • Contribute to the company's mission of increasing economic freedom by enhancing the customer experience through intelligent and reliable AI solutions.