Engineering Manager - CXAI (Customer Experience AI)

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 work 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.

About the team

The CXAI Engineering team sits within Coinbase’s Consumer Engagement and Experience (CEE) organization. Our mission is to redefine the crypto support experience by leveraging Generative AI to provide instant, accurate, and secure resolutions. We don't just build chatbots; we build the intelligent orchestration layer that sits between our customers and the blockchain.
We are hiring an Engineering Manager to lead the team responsible for Coinbase’s AI-powered Automated Resolution platform. This leader will oversee a hybrid ecosystem of internal LLM-based agents (built on cutting-edge reasoning models) and strategic third-party integrations. You will be accountable for the "brain" of our support system—ensuring it can reason through complex customer issues, retrieve context securely, and execute actions on-chain or in-app.

What you’ll be doing:

• Lead AI Strategy & Execution: Drive the roadmap for our 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 our 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 our 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 complex tasks (e.g., transaction troubleshooting, account recovery) via internal APIs.
• Drive Technical Architecture: Define how we handle vector databases, prompt engineering, and context window management to provide a personalised experience for every Coinbase user.
• Operational Excellence: Own the reliability of AI services, including latency optimisation, cost management (token usage), and fallback mechanisms to human agents.

What we look for in you

• 8+ years of software engineering experience, with 2+ years leading high-performing teams in a fast-paced environment.