Sr. Engineering Manager - Customer Experience Intelligence (CXI)

P-1600

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 will architect, lead and deliver Databricks' AI-native systems and products for automating enterprise workflows. CXI is building intelligent systems that orchestrate AI agents, humans, and enterprise tools to accelerate high-volume processes in business-critical domains. Our first production domain is Databricks Support, where we create agents capable of triaging, diagnosing, and remediating complex technical issues across Databricks’ distributed computing environments. The systems you develop as part of this initial beachhead will allow us to create revenue-generating products in multiple domains, including IT, Security, Legal, Marketing, and other knowledge-worker workflows.

The Impact You Will Have:

• Create novel agentic technologies: Contribute to the technical vision, core infrastructure, and backend architecture that advances the frontier for enterprise agents.
• Drive revenue generation in multiple domains: Build a modular agent platform initially optimized for Support, but natively designed to expand into other verticals such as IT, Security, Compliance, Marketing, HR, and Legal.
• Lead with craftsmanship: Drive rapid, iterative development cycles across backend, frontend and relevance systems while upholding strict quality, safety, throughput, and reliability standards.
• Automate complex workflows: The systems your teams’ design will evolve from human-in-the-loop validation to fully automated execution.
• Create high-resolution observability: Implement robust tracing, observability, and training data collection infrastructure to ensure deployments happen with confidence and our systems get better the more people use them.
• Lead across the business: Act as a technical liaison between CXI, Product, Platform Engineering, and business stakeholders across various organizations to unblock dependencies and align roadmaps.
• Raise the bar: Lead with technical and subject matter expertise to set a high engineering bar for code quality, system performance, and architectural maintainability in line with Databricks standards.

What we look for:

• BS or higher degree in Computer Science or a related field.
• 10+ years of experience building and operating machine learning systems and products deployed in high-volume, customer-facing production environments.
• 5+ years of experience leading and growing product-oriented software engineering teams.
• Experience leading teams responsible for the methodical, measurable improvement of ML/AI systems such as deep research, retrieval augmented generation, search, feed relevance, or recommender systems.
• Strong exposure to language modeling technologies, including agent harness design, RAG, and benchmarking and evaluation systems.
• A passion for product and design, with a demonstrated ability to combine software engineering and AI capabilities to create delightful customer experiences.
• A high-agency mindset that thrives in the presence of ambiguity and embraces the responsibility to create something from nothing.
• Strong computer science fundamentals that allow you to engage as a peer on technical matters with engineers across Databricks. A fluent understanding of the technical state-of-the-art and the associated tradeoffs is essential to success in this role.
• Excellent written and verbal skills with the ability to articulate complex strategies clearly and concisely.