Sr. Engineering Manager - Customer Experience Intelligence (CXI)

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