Engineering Manager - Customer Experience AI

职位要求 / 描述

<div class="content-intro"><p>Ready to do the most impactful work of your career? At <a href="https://www.coinbase.com/?utm_campaign=mt_o_m_w_m_m__coi_0_jd-onchain&amp;utm_source=coinbase">Coinbase</a>, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” <a href="https://www.coinbase.com/careers">learn more about working at Coinbase</a>.</p></div><p class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea" data-pm-slice="1 1 []">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.</p> <p class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">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.</p> <p><strong>What you'll do:</strong></p> <ul> <li class="wnfdntd _1ibi0s33w"> <p class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Drive the roadmap for our conversational AI platform, advancing from decision trees to LLM reasoning, RAG, and agentic workflows.</p> </li> <li class="wnfdntd _1ibi0s33w"> <p class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Lead integration of third-party AI solutions while scaling in-house LLM infrastructure for high-stakes crypto support.</p> </li> <li class="wnfdntd _1ibi0s33w"> <p class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Build evaluation frameworks and feedback loops to improve model accuracy, grounding, compliance, and customer outcomes.</p> </li> <li class="wnfdntd _1ibi0s33w"> <p class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Enable secure agent actions for workflows such as transaction troubleshooting and account recovery through internal APIs.</p> </li> <li class="wnfdntd _1ibi0s33w"> <p class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Define technical architecture across vector databases, prompt design, and context management to deliver personalized support.</p> </li> <li class="wnfdntd _1ibi0s33w"> <p class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Own operational excellence across reliability, latency, token cost, and fallback paths to human agents.</p> </li> </ul> <p> </p> <p><strong>Required Skills and Experience:</strong><strong> </strong></p> <ul> <li class="wnfdntd _1ibi0s33w"> <p class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">8+ years of software engineering experience, including 2+ years leading high-performing teams.</p> </li> <li class="wnfdntd _1ibi0s33w"> <p class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Experience shipping products powered by large language models, with strong understanding of prompt engineering, fine-tuning, and the model provider landscape.</p> </li> <li class="wnfdntd _1ibi0s33w"> <p class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Experience building RAG pipelines and managing the data lifecycle needed to ground AI in real-time knowledge.</p> </li> <li class="wnfdntd _1ibi0s33w"> <p class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Strong systems and platform background, including scalable distributed systems in high-traffic production environments.</p> </li> <li class="wnfdntd _1ibi0s33w"> <p class="wnfdntt _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Experience designing quanti

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