Senior Engineering Manager (Customer Engagement/Experience Platforms)

Details

At Coinbase, our mission is to increase economic freedom in the world. We are seeking a Senior Engineering Manager to lead the Customer Engagement & Experience (CEE) Platforms team responsible for building, buying/configuring, and scaling the technology that powers customer support channels (chat, email, voice) and self-service automation. This role will drive the next generation of AI-powered self-service and automation with the goal of automating a large portion of customer contacts to improve efficiency, satisfaction, and support quality at scale.

Responsibilities

• Lead multiple engineering teams building customer-facing tools that power chat, email, and voice support channels.
• Collaborate with Product Managers to define and execute an AI-driven self-service and automation strategy to reduce contacts and improve CSAT.
• Oversee integration and customization of SaaS platforms and in-house applications to deliver seamless customer and agent experiences.
• Provide technical leadership across AWS, Golang, and React ecosystems, ensuring scalability, performance, and reliability.
• Partner with Product and CX to perform buy vs. build analysis and manage RFPs on emerging AI capabilities.
• Build flexible architecture to allow quick plugging and experimentation of new AI vendors into the tooling landscape.
• Build secure and scalable architecture to onboard multiple CX automation vendors and orchestrate them alongside internal automation solutions.
• Partner with data and AI teams to leverage LLMs, workflow automation, and predictive systems to enhance customer interactions.
• Drive operational excellence through incident management, monitoring, and continuous improvement practices.
• Develop and mentor a globally distributed team of engineers and managers, fostering growth, accountability, and technical excellence.
• Work with talent teams to source and hire engineers who raise the company’s bar, culture, and products.
• Communicate updates and risks to technical and non-technical leaders via regular program updates.

Requirements

• 10+ years of software engineering experience, including 3+ years managing managers.
• Proven track record leading full stack engineering teams delivering scalable web applications and APIs.
• Strong technical foundation in AWS, Golang, React, and modern cloud-native architectures.
• Experience managing SaaS platform integrations (examples called out: Salesforce, Twilio, Zendesk, or similar).
• Demonstrated experience integrating or building AI-powered customer support solutions (chatbots, LLM-based assistants, automation workflows).
• Strong analytical and problem-solving skills; able to use data, metrics, and customer feedback to guide decisions.
• Excellent communication and collaboration skills with experience across time zones and cultures.
• Experience with incident management, monitoring, and building high quality engineering processes.
• Background in global-scale customer support or contact center technology.

Nice to Haves

• Experience in fintech, payments, or crypto industries.
• Experience working in high-compliance or regulated environments (finance, banking, crypto).

Compensation & Logistics

• Pay Range: $253,895—$298,700 USD (target annual salary; full-time offers include bonus eligibility, equity eligibility, and benefits).
• Location: remote-first with in-person participation required throughout the year; distributed team across North America, LATAM, and India.
• Requisition: P74275
• #LI-Remote

Benefits

• Medical, dental, and vision plans
• Health Savings Account with company contributions
• Disability and life insurance
• 401(k) with company match
• Wellness stipend, mobile/internet reimbursement, connections stipend
• Volunteer time off, fertility counseling and benefits
• Generous time off/leave policy
• Option to receive pay in digital currency

Other Notices

• Commitment to Equal Opportunity and consideration for applicants with criminal histories consistent with law.
• Global Data Privacy Notice for job candidates and applicants (GDPR/CCPA may apply).
• AI Disclosure describing pilot uses of AI tools for initial screening and interview intelligence (humans review interview materials).