Senior Engineering Manager (Customer Engagement / Experience Platforms)

Senior Engineering Manager, Customer Engagement & Experience Platforms

Ready to be pushed beyond what you think you're capable of? At Coinbase, our mission is to increase economic freedom in the world. It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform and with it, the future global financial system. To achieve our mission, we're seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company's hardest problems. Our team culture is intense and isn't for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there's no better place to be. While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

We're looking for a Senior Engineering Manager to lead our Customer Engagement & Experience (CEE) Platforms team, which is responsible for building, buying and configuring, and scaling the technology that powers our customer support channels. In this role, you'll oversee Coinbase's both custom-built and SaaS-based AI-powered customer self-service and automation capabilities, as well as applications that enable customers to chat, email, or call our support lines accessible through our Help Center. You'll drive the next generation of AI-powered self-service and automation, with an ambitious goal to automate 90% of customer contacts improving efficiency, customer satisfaction, and support quality at scale.

You'll lead a distributed team of 30+ engineers and managers across North America, LATAM, and India, guiding them to deliver high-quality, reliable, and intelligent systems that support over 100 million customers worldwide. You'll report to the Director of Engineering and collaborate closely with Product, Data Science, and Customer Experience teams to define strategy, architecture, and execution for our customer facing support technology ecosystem.

What you'll be doing :

• Lead multiple engineering teams building customer-facing tools that power our chat, email, and voice support channels. Collaborate with Product Managers to define and execute a strategy for AI-driven self-service and automation, reducing contacts and improving customer satisfaction (CSAT).
• Oversee integration and customization of SaaS platforms and in-house applications to deliver seamless customer and agent experiences.
• Partner with Product and CX to use metrics, customer feedback, and voice-of-customer insights to improve quality and performance.
• Provide technical leadership across AWS, Golang, and React ecosystems, ensuring scalability, performance, and reliability.
• Partner with CX to conduct buy vs. build analysis and RFP's on emerging AI capabilities.
• Build flexible architecture to allow quick plug and experimentation of new AI vendors into our tooling landscape.
• Build a secure and scalable architecture to allow the onboarding of multiple CX automation vendors and their orchestration (among vendors and internal, custom automation solutions).
• Develop and mentor a globally distributed team of engineers and managers, fostering growth, accountability, and technical excellence.
• Partner with data and AI teams to leverage LLMs, workflow automation, and predictive systems that enhance customer interactions.
• Drive operational excellence through effective incident management, monitoring, and continuous improvement practices.
• Work with our talent organization to source and hire bar raising engineers who raise Coinbase's talent bar, culture, and our products.
• Foresee potential issues before they arise and adapt your own approach, working within constraints to avoid adverse impact. Communicate across the company to technical and non-technical leaders with ease via weekly and monthly program updates.

What we look for in you :

Nice to haves :

Pay Transparency Notice : Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include bonus eligibility + equity eligibility + benefits (including medical, dental, vision and 401(k)).