Sr. Engineering Manager - Customer Experience Intelligence (CXI)
Leads engineering team building AI-driven customer experience intelligence systems for support workflows, self-service, and product health at Databricks. Requires 10+ years in customer-facing tools and 5+ years leading engineering teams.
About the job
The Impact You Will Have:
- Own the entire portfolio across customer self-service, support workflows, and product-health intelligence.
- Own the execution of the team charter by delivering a sequenced, outcome-driven roadmap with explicit tradeoffs between metric movers (deflection, contact rate, MTTM), visible wins, and foundational capabilities.
- Own rollout strategy through staged releases, enablement, and change management.
- Collaborate with Tech Leads to ensure explainability, observability, and safe fallback mechanisms before scaling dependencies.
- Serve as the primary integrator across Support, Product, Enterprise Engineering, Platform, and SME teams.
- Drive governance to eliminate duplication, resolve conflicting sources of truth, and maintain a unified execution thread tied to measurable outcomes.
What we look for:
- BS or higher degree in Computer Science or a related field.
- 10+ years of experience building and operating customer-facing workflows and support automation tools that reduce customer effort and improve resolution time.
- 5+ years of experience leading Engineering teams that build products used daily by Support engineers, SREs, or developers.
- Demonstrated experience delivering AI- or automation-enabled systems.
- Experienced influencing across multiple engineering and product organizations.
- Excellent written and verbal skills with the ability to articulate complex strategies clearly and concisely.
Skills
AI, Automation, Support Workflows, Customer Self-Service, Observability, Engineering Leadership, Roadmap Planning, Change Management, Sre Tools, Developer Tools
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