Sr. Engineering Manager - Customer Experience Intelligence (CXI)

Job title: Sr. Engineering Manager - Customer Experience Intelligence (CXI)

About the Role As the Senior Engineering Manager for Customer Experience Intelligence (CXI), you’ll shape how Databricks delivers intelligent, AI-driven customer and Support experiences at scale. You’ll lead a team building systems that turn customer and Support signals into measurable business outcomes—unlocking improvements in deflection, resolution speed, and customer satisfaction—while helping product teams strengthen reliability through actionable insights.

This is a high-impact, visible role where your leadership will blend AI, automation, and human expertise to power the Databricks customer journey.

What You'll Do

• 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're Looking 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.

Compensation & Benefits

• Salary range: $222,000—$312,600 USD per year.
• The total compensation package may include eligibility for annual performance bonus, equity, and listed benefits.