工程经理 - 客户体验 AI
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Engineering Manager - Customer Experience AICoinbase · Remote - 印度
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职位描述
机器翻译准备好从事你职业生涯中最具影响力的工作了吗？在 Coinbase，我们对增加经济自由的使命毫不妥协。标准很高，环境紧张，而我们喜欢这样。这里不适合安于现状的人，而是一个让你突破自我认知极限的地方。如果你准备好与那些拒绝满足于“足够好”的人一起构建金融的未来，那么这里就是你的归属。Coinbase 是一家远程优先、但并非仅限远程的公司。预计每季度会聚在一起进行名为“surges”的高强度线下工作会议。了解更多关于在 Coinbase 工作的信息。
Coinbase 的消费者参与与体验（CEE）Surfaces 团队负责为数百万客户提供支持的门户：help.coinbase.com、社交支持，以及 CX 客服人员使用的知识平台 Athena。我们正在将这些体验重建为 AI 原生，以检索、生成和代理式解决为核心。
我们正在招聘一名工程经理，来领导和扩展负责这些界面的团队。你将制定 AI 辅助自助支持的技术战略和 12 个月方向，提升自动解决质量和客户满意度，同时满足 Coinbase 在安全、隐私、可靠性和成本方面的标准。
岗位职责
• 领导一支高度负责的工程团队，构建帮助中心、社交支持和客服知识体验。
• 负责自助服务发现、对话式和代理式解决、智能路由、升级和人工转接的端到端交付。
• 为跨搜索、知识检索、聊天编排、CRM 和工单集成的安全、可靠、可扩展系统定义架构。
• 建立评估工具、质量指标、反馈循环，以及针对准确性、有据性、隐私和安全的保障措施。
• 与产品、设计、CX 运营、数据、合规、法务、隐私和安全团队合作，制定路线图、指标和执行方案。
• 评估自建与购买方案，并将第三方解决方案投入运营。
• 将复杂计划拆分为里程碑，并通过实验、A/B 测试和可衡量的发布推动迭代交付。
• 负责 SLA、SLO、监控、事件响应和运营准备。
• 指导、培养、招聘并留住卓越的工程师，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传达进展、风险和权衡。
所需技能和经验：
• 8 年以上软件工程经验，交付面向客户的产品或平台。
• 3 年以上管理高绩效工程团队的经验，包括招聘、指导、绩效管理和团队健康。
• 具备 LLM 驱动系统的生产经验，例如 RAG、代理式工作流或工具/函数调用，并对质量和安全衡量有深入理解。
• 具备大规模构建和运营分布式系统的经验，包括可靠性、安全性、性能和事件响应。
• 具备出色的技术判断力、执行能力、产品敏感度，以及在模糊环境中建立结构的能力。
• 具备跨技术和非技术团队合作的经验。
• 负责任地使用生成式 AI，保持人工监督以交付可用于业务的成果，并推动工作流效率、成本和质量的可衡量改进
• 具备客户支持、知识搜索或 AI 辅助客户体验方面的经验。
• 具备共享基础设施、云平台、Kubernetes、Terraform、CircleCI 或 Buildkite 方面的经验。
• 具备 SQL/NoSQL、gRPC、GraphQL、Kafka 或消息队列方面的经验。
• 精通 Ruby 或 Go，或能够快速上手。
职位 ID - P75782 薪酬透明度通知：该职位的目标年度基本工资范围如下所述。总薪酬还可能包括股权和奖金资格以及福利（包括医疗、牙科和视力）。
年度基本工资范围（不包括股权和奖金）： ₹9,424,500 — ₹9,424,500 INR
• 申请限制：候选人在 6 个月内最多可提交 3 份申请。
• 平等机会雇主：Coinbase 是平等机会雇主。所有合格申请人都会获得录用考虑，不因种族、肤色、宗教、性别、性取向、性别认同、国籍、残疾、受保护退伍军人身份或遗传信息而受到歧视。有犯罪历史的申请人将根据适用的联邦、州和地方法律予以考虑。
• 美国申请人：查看员工权利、了解你的权利和 E-Verify 参与通知。
• 便利安排：如果你是残障人士且需要合理便利，请将你的请求和联系信息发送至 accommodations[at]coinbase.com。需要屏幕阅读技术？点击此处下载免费的兼容屏幕阅读器并查看教程。
• 数据隐私与仲裁：提交申请即表示你同意我们的候选人隐私通知。美国申请人：提交申请即表示你同意争议仲裁。
以上内容由机器翻译自动生成，可能存在错误；投递前请以雇主原文为准。
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职位描述
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.
岗位职责
• 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 .