Engineering Manager - Customer Experience AI

About the Company

At Coinbase, the mission is to increase economic freedom in the world by building the emerging onchain platform and the future global financial system. The company culture is intense and focused on solving hard problems alongside high-caliber colleagues.

In-person participation is required throughout the year with team and company-wide offsites held multiple times annually.

About the Team

The CXAI Engineering team is part of Coinbase's Consumer Engagement and Experience (CEE) organization, focused on transforming how customers interact with crypto support. The mission is to deliver fast, accurate, and secure resolutions using Generative AI—moving beyond traditional support systems to build an intelligent orchestration layer between customers and the blockchain.

What You'll Be Doing

• Lead AI Strategy & Execution: Drive the roadmap for the conversational AI stack, moving beyond simple decision trees into LLM-driven reasoning, RAG, and agentic workflows.
• Orchestrate the AI Ecosystem: Oversee the integration of third-party AI solutions while simultaneously scaling in-house LLM infrastructure to handle high-stakes crypto support queries.
• Build Evaluation & Guardrails: Establish rigorous AI evaluation frameworks (LLM-as-a-judge) and feedback loops to ensure models are accurate, grounded, and compliant with global financial regulations.
• Agentic Automation: Move from chat to action by building secure pathways for AI agents to perform necessary operations.

What We're Looking For

Candidates should be passionate about the mission and believe in the power of crypto and blockchain technology. Ideal candidates are eager to make an impact, relish working under pressure with high-caliber colleagues, and actively seek feedback to continuously improve.