• 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
• Team - 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 (https://help.coinbase.com)

• 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

Role - 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

• 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

• 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
• 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
• 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
• Experience in fintech, payments, or crypto industries

Experience working in a high-compliance or regulated environment (e.g., finance, banking, or crypto)

Experience managing SaaS platform integrations (e.g., Salesforce, Twilio, Zendesk, or similar)

• Pay Transparency Notice: Depending on your work location, the target annual base 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))
• Base salary range shown

Total compensation also includes equity and bonus eligibility and benefits: $253,895—$298,700 USD