Engineering Manager - Customer Experience AI

Coinbase is hiring an Engineering Manager - Customer Experience AI in India.

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. The

Responsibilities

- Drive the roadmap for our conversational AI platform, advancing from decision trees to LLM reasoning, RAG, and agentic workflows.

- Lead integration of third-party AI solutions while scaling in-house LLM infrastructure for high-stakes crypto support.

- Build evaluation frameworks and feedback loops to improve model accuracy, grounding, compliance, and customer outcomes.

- Enable secure agent actions for workflows such as transaction troubleshooting and account recovery through internal APIs.

- Define technical architecture across vector databases, prompt design, and context management to deliver personalized support.

- Own operational excellence across reliability, latency, token cost, and fallback paths to human agents.

Requirements

- 8+ years of software engineering experience, including 2+ years leading high-performing teams.

- Experience shipping products powered by large language models, with strong understanding of prompt engineering, fine-tuning, and the model provider landscape.

- Experience building RAG pipelines and managing the data lifecycle needed to ground AI in real-time knowledge.

- Strong systems and platform background, including scalable distributed systems in high-traffic production environments.

- Experience designing quantitative AI evaluation frameworks to measure hallucination rates, accuracy, and customer sentiment.

- Deep understanding of AI safety and guardrails, including preventing PII leakage and unsafe financial outputs.

- Familiarity with vector databases such as Pinecone, Weaviate, or Milvus, and orchestration frameworks such as LangChain or LlamaIndex.

- Proficiency in Golang and experience with modern cloud-native infrastructure such as AWS and Kubernetes.

About Coinbase

See the company's official careers page for full details, then apply using the button below.