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DatabricksDatabricksMountain View, CA

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.

222k – 313k
Hybrid10+ YOEEngineering Management

About the role

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

AIAutomationSupport WorkflowsCustomer Self-ServiceObservabilityEngineering LeadershipRoadmap PlanningChange ManagementSre ToolsDeveloper Tools

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