Sr. Engineering Manager - Customer Experience Intelligence (CXI) at Databricks

Databricks

Mountain View, California; San Francisco, California·3h ago

SeniorFull-timeRustAI

Salary Range

$132,600 - $179,400 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for an Engineering Manager for Customer Experience Intelligence (CXI) to join Databricks. This role focuses on delivering intelligent, AI-driven customer and Support experiences at scale.

Key Responsibilities

→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.

Requirements

✓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.