工程经理 - 客户体验人工智能
Engineering Manager - Customer Experience AI
准备开展职业生涯中最有影响力的工作吗？在Coinbase，我们对提升经济自由的使命毫不妥协。标准很高，环境紧张，我们喜欢这样。这里不是安于现状的地方，而是将你推向自我认知极限的地方。如果你准备好与那些不愿满足于“足够好”的人一起打造金融的未来，那你在这里。Coinbase是一家以远程优先的公司，但并非完全远程。期待每季度进行一次高强度的线下工作会，称为“冲刺”。
Coinbase的消费者参与和体验（CEE）表面团队负责数百万客户的客服入口：help.coinbase.com、社交支持和Athena知识平台，这是客户体验代理使用的平台。我们正在重新构建这些体验，使其具备AI原生特性，检索、生成和代理解决为核心。
我们正在招聘一名工程经理，领导并扩大负责这些表面的团队。你将制定技术战略和12个月的发展方向，推动AI辅助自助服务支持，提高自动化解决质量和客户满意度，同时符合Coinbase在安全、隐私、可靠性和成本方面的标准。
你将做的事情
- 领导一个高自主权的工程团队，构建帮助中心、社交支持和代理知识体验。
- 负责自助服务发现、对话和代理解决、智能路由、升级和人工交接的端到端交付。
- 定义涵盖搜索、知识检索、聊天编排、CRM和工单集成的安全、可靠、可扩展系统的架构。
- 建立评估工具、质量指标、反馈循环和保障措施，确保准确性、依据性、隐私和安全。
- 与产品、设计、客户体验运营、数据、合规、法律、隐私和安全团队合作，制定路线图、指标和执行计划。
- 评估自建与购买选项，并实施第三方解决方案。
- 将复杂项目分解为里程碑，并通过实验、A/B测试和测量发布推动迭代交付。
- 负责SLA、SLO、监控、事件响应和运营准备。
- 指导、培养、招聘和留住优秀的工程师，同时营造包容、协作的文化。
- 向技术和非技术利益相关者清晰地传达进展、风险和权衡。
所需技能和经验：
- 8年以上软件开发经验
查看英文原文
Ready to do the most impactful work of your career? At Coinbase, 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.” learn more about working at Coinbase.
Coinbase’s Consumer Engagement and Experience (CEE) Surfaces team owns the front door to support for millions of customers: help.coinbase.com, social support, and Athena, the knowledge platform used by CX agents. We are rebuilding these experiences to be AI-native, with retrieval, generation, and agentic resolution at the core.
We’re hiring an Engineering Manager to lead and scale the team responsible for these surfaces. You’ll set technical strategy and 12-month direction for AI-assisted self-service support, improving automated resolution quality and customer satisfaction while meeting Coinbase’s standards for safety, privacy, reliability, and cost.
What you’ll do
- Lead a high-ownership engineering team building Help Center, social support, and agent knowledge experiences.
- Own end-to-end delivery of self-service discovery, conversational and agentic resolution, intelligent routing, escalation, and human handoff.
- Define architecture for secure, reliable, scalable systems spanning search, knowledge retrieval, chat orchestration, CRM, and ticketing integrations.
- Establish evaluation harnesses, quality metrics, feedback loops, and safeguards for accuracy, groundedness, privacy, and safety.
- Partner with Product, Design, CX Operations, Data, Compliance, Legal, Privacy, and Security on roadmaps, metrics, and execution.
- Evaluate build-versus-buy options and operationalize third-party solutions.
- Break complex initiatives into milestones and drive iterative delivery through experiments, A/B tests, and measured rollouts.
- Own SLAs, SLOs, monitoring, incident response, and operational readiness.
- Coach, develop, hire, and retain exceptional engineers while fostering an inclusive, collaborative culture.
- Communicate progress, risks, and tradeoffs clearly to technical and non-technical stakeholders.
Required Skills and Experience:
- 8+ years of software engineering experience delivering customer-facing products or platforms.
- 3+ years managing high-performing engineering teams, including hiring, coaching, performance management, and team health.
- Production experience with LLM-powered systems, such as RAG, agentic workflows, or tool/function calling, and a strong understanding of quality and safety measurement.
- Experience building and operating distributed systems at scale, including reliability, security, performance, and incident response.
- Strong technical judgment, execution skills, product sensibility, and ability to create structure in ambiguous environments.
- Experience partnering across technical and non-technical teams.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality
- Experience with customer support, knowledge search, or AI-assisted customer experiences.
- Experience with shared infrastructure, cloud platforms, Kubernetes, Terraform, CircleCI, or Buildkite.
- Experience with SQL/NoSQL, gRPC, GraphQL, Kafka, or message queues.
- Proficiency in Ruby or Go, or ability to ramp quickly.
Job ID - P75782
Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision).
Annual base salary range (excluding equity and bonus):
₹9,424,500—₹9,424,500 INR
- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
- Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
- US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.