Sr. Engineering Manager - Customer Experience Intelligence (CXI)

Databricks Inc.; San Francisco, Mountain View (CA, CA); On-site; USD 222,000 - 312,600; Full time

Benefits offered by this job

Comprehensive benefits

Inclusive company culture

Job summary

A leading data and AI company in San Francisco seeks a Senior Engineering Manager for Customer Experience Intelligence. This high-impact role involves shaping AI-driven customer and support experiences at scale. You'll lead a team in building systems that improve customer interactions and satisfaction while utilizing data for actionable insights. Candidates should have a BS in Computer Science, extensive experience in customer-facing tools, and proven leadership in engineering teams. Competitive pay range of $222,000 — $312,600 annually.

Qualifications

• 10+ years of experience building and operating workflows and support tools.
• 5+ years of experience leading engineering teams.
• Demonstrated experience delivering AI or automation-enabled systems.
• Excellent written and verbal skills.

Responsibilities

• Own the entire portfolio across customer self-service and support workflows.
• Deliver a sequenced, outcome-driven roadmap.
• Collaborate with Tech Leads on explainability and observability.
• Drive governance to eliminate duplication and conflicting sources.

Skills

Building customer-facing workflows

Leadership of engineering teams

AI and automation systems experience

Influencing across multiple organizations

Excellent communication skills

Education

BS or higher degree in Computer Science or related field

Job description

At Databricks, we are passionate about enabling data teams to solve the world’s toughest problems — from making the next mode of transportation a reality to accelerating the development of medical breakthroughs. We build and run the world’s leading data and AI infrastructure platform so customers can transform deep data insights into business outcomes.

Founded by engineers and grounded in customer obsession, we embrace every opportunity to tackle complex technical challenges — from creating next‑generation UI/UX for interacting with data to scaling our services across millions of virtual machines. And we're only getting started.

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. This is a high‑impact, visible role where you’ll lead a team building the systems that make every customer interaction more seamless, predictive, and trusted. You’ll turn customer and Support signals into real business outcomes — unlocking measurable improvements in deflection, resolution speed, and customer satisfaction — while helping product teams strengthen reliability through actionable insights. Your leadership will ensure AI, automation, and human expertise come together as a single intelligent ecosystem powering the Databricks customer journey.

This is your opportunity to define how Databricks blends human ingenuity and AI to deliver world‑class customer experiences. If you’re passionate about leading teams that turn data and intelligence into action—and impact felt across thousands of customers—this is where your work will truly matter.

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 trade‑offs 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.

Local Pay Range

$222,000 — $312,600 USD

About Databricks

Databricks is the data and AI company. More than 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow. To learn more, follow Databricks on Twitter, LinkedIn and Facebook.

Benefits

At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region, please visit https://www.mybenefitsnow.com/databricks.

Our Commitment to Diversity and Inclusion

At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio‑economic status, veteran status, and other protected characteristics.

Compliance

If access to export‑controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.