Senior Engineering Manager (Customer Engagement/Experience Platforms)
Coinbase
Senior Engineering Manager (Customer Engagement/Experience Platforms)
Job Description
Responsibilities
- 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.
Required Qualifications
- 10+ years of software engineering experience, including 3+ years managing managers.
- Proven track record of 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 (e.g., Salesforce, Twilio, Zendesk, or similar).
- Demonstrated experience integrating or building AI-powered customer support solutions, such as chatbots, LLM-based assistants, or 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 working across time zones and cultures.
- You know what high quality code — and software engineering processes — look like and know how to foster an environment that creates them.
- A passion for improving the customer experience through technology and automation.
- Background in global-scale customer support or contact center technology.
Preferred Qualifications
- Experience in fintech, payments, or crypto industries.
- Experience working in a high-compliance or regulated environment (e.g., finance, banking, or crypto).
Required Skills
- software engineering
- managing managers
- full stack engineering
- scalable web applications and APIs
- AWS
- Golang
- React
- modern cloud-native architectures
- SaaS platform integrations
- AI-powered customer support solutions
- chatbots
- LLM-based assistants
- automation workflows
- analytical and problem-solving skills
- communication and collaboration skills
- working across time zones and cultures
- high quality code and software engineering processes
- customer experience through technology and automation
- global-scale customer support or contact center technology
Benefits
- bonus eligibility
- equity eligibility
- benefits (including medical, dental, vision and 401(k))
Salary Range
$253895 - $298700 USD
Locations
- US Zone 1 (Job Requisitions Only), United States (Remote)
Salary
253,895 - 298,700 USD / yearly
Skills Required
- software engineeringintermediate
- managing managersintermediate
- full stack engineeringintermediate
- scalable web applications and APIsintermediate
- AWSintermediate
- Golangintermediate
- Reactintermediate
- modern cloud-native architecturesintermediate
- SaaS platform integrationsintermediate
- AI-powered customer support solutionsintermediate
- chatbotsintermediate
- LLM-based assistantsintermediate
- automation workflowsintermediate
- analytical and problem-solving skillsintermediate
- communication and collaboration skillsintermediate
- working across time zones and culturesintermediate
- high quality code and software engineering processesintermediate
- customer experience through technology and automationintermediate
- global-scale customer support or contact center technologyintermediate
Required Qualifications
- 10+ years of software engineering experience, including 3+ years managing managers. (experience)
- Proven track record of leading full stack engineering teams delivering scalable web applications and APIs (experience)
- Strong technical foundation in AWS, Golang, React, and modern cloud-native architectures. (experience)
- Experience managing SaaS platform integrations (e.g., Salesforce, Twilio, Zendesk, or similar). (experience)
- Demonstrated experience integrating or building AI-powered customer support solutions, such as chatbots, LLM-based assistants, or automation workflows. (experience)
- Strong analytical and problem-solving skills — able to use data, metrics, and customer feedback to guide decisions. (experience)
- Excellent communication and collaboration skills, with experience working across time zones and cultures. (experience)
- You know what high quality code — and software engineering processes — look like and know how to foster an environment that creates them. (experience)
- A passion for improving the customer experience through technology and automation. (experience)
- Background in global-scale customer support or contact center technology. (experience)
Preferred Qualifications
- Experience in fintech, payments, or crypto industries. (experience)
- Experience working in a high-compliance or regulated environment (e.g., finance, banking, or crypto). (experience)
Responsibilities
- 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.
Benefits
- general: bonus eligibility
- general: equity eligibility
- general: benefits (including medical, dental, vision and 401(k))
Tags & Categories
Senior Engineering Manager (Customer Engagement/Experience Platforms)
Coinbase
Senior Engineering Manager (Customer Engagement/Experience Platforms)
Job Description
Responsibilities
- 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.
Required Qualifications
- 10+ years of software engineering experience, including 3+ years managing managers.
- Proven track record of 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 (e.g., Salesforce, Twilio, Zendesk, or similar).
- Demonstrated experience integrating or building AI-powered customer support solutions, such as chatbots, LLM-based assistants, or 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 working across time zones and cultures.
- You know what high quality code — and software engineering processes — look like and know how to foster an environment that creates them.
- A passion for improving the customer experience through technology and automation.
- Background in global-scale customer support or contact center technology.
Preferred Qualifications
- Experience in fintech, payments, or crypto industries.
- Experience working in a high-compliance or regulated environment (e.g., finance, banking, or crypto).
Required Skills
- software engineering
- managing managers
- full stack engineering
- scalable web applications and APIs
- AWS
- Golang
- React
- modern cloud-native architectures
- SaaS platform integrations
- AI-powered customer support solutions
- chatbots
- LLM-based assistants
- automation workflows
- analytical and problem-solving skills
- communication and collaboration skills
- working across time zones and cultures
- high quality code and software engineering processes
- customer experience through technology and automation
- global-scale customer support or contact center technology
Benefits
- bonus eligibility
- equity eligibility
- benefits (including medical, dental, vision and 401(k))
Salary Range
$253895 - $298700 USD
Locations
- US Zone 1 (Job Requisitions Only), United States (Remote)
Salary
253,895 - 298,700 USD / yearly
Skills Required
- software engineeringintermediate
- managing managersintermediate
- full stack engineeringintermediate
- scalable web applications and APIsintermediate
- AWSintermediate
- Golangintermediate
- Reactintermediate
- modern cloud-native architecturesintermediate
- SaaS platform integrationsintermediate
- AI-powered customer support solutionsintermediate
- chatbotsintermediate
- LLM-based assistantsintermediate
- automation workflowsintermediate
- analytical and problem-solving skillsintermediate
- communication and collaboration skillsintermediate
- working across time zones and culturesintermediate
- high quality code and software engineering processesintermediate
- customer experience through technology and automationintermediate
- global-scale customer support or contact center technologyintermediate
Required Qualifications
- 10+ years of software engineering experience, including 3+ years managing managers. (experience)
- Proven track record of leading full stack engineering teams delivering scalable web applications and APIs (experience)
- Strong technical foundation in AWS, Golang, React, and modern cloud-native architectures. (experience)
- Experience managing SaaS platform integrations (e.g., Salesforce, Twilio, Zendesk, or similar). (experience)
- Demonstrated experience integrating or building AI-powered customer support solutions, such as chatbots, LLM-based assistants, or automation workflows. (experience)
- Strong analytical and problem-solving skills — able to use data, metrics, and customer feedback to guide decisions. (experience)
- Excellent communication and collaboration skills, with experience working across time zones and cultures. (experience)
- You know what high quality code — and software engineering processes — look like and know how to foster an environment that creates them. (experience)
- A passion for improving the customer experience through technology and automation. (experience)
- Background in global-scale customer support or contact center technology. (experience)
Preferred Qualifications
- Experience in fintech, payments, or crypto industries. (experience)
- Experience working in a high-compliance or regulated environment (e.g., finance, banking, or crypto). (experience)
Responsibilities
- 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.
Benefits
- general: bonus eligibility
- general: equity eligibility
- general: benefits (including medical, dental, vision and 401(k))
Tags & Categories