# Sr. Engineering Manager - Customer Experience Intelligence (CXI)

**Company**: Databricks
**Location**: Mountain View, California
**Experience**: senior
**Job type**: full-time
**Salary**: $222,000-$312,600 USD
**Category**: Engineering
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q18350420

**Apply**: https://job-boards.greenhouse.io/databricks/jobs/8436912002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a9cf6d58-4c5

## 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.

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.

## 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 organisations.

- Excellent written and verbal skills with the ability to articulate complex strategies clearly and concisely.

Pay Range Transparency Databricks is committed to fair and equitable compensation practices. The pay range(s) for this role is listed below and represents the expected salary range for non-commissionable roles or on-target earnings for commissionable roles. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, relevant certifications and training, and specific work location. Based on the factors above, Databricks anticipates utilising the full width of the range. The total compensation package for this position may also include eligibility for annual performance bonus, equity, and the benefits listed above.

Local Pay Range $222,000-$312,600 USD

## Skills

### Required
- Computer Science
- AI
- automation
- customer-facing workflows
- support automation tools

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/databricks/jobs/8436912002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)