Sr. Engineering Manager - Customer Experience Intelligence (CXI)

<p>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.</p> <p>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.</p> <p>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.</p> <p>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.</p> <h2><strong>The Impact You Will Have:</strong></h2> <ul> <li>Own the entire portfolio across customer self-service, support workflows, and product-health intelligence.</li> <li>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.</li> <li>Own rollout strategy through staged releases, enablement, and change management.</li> <li>Collaborate with Tech Leads to ensure explainability, observability, and safe fallback mechanisms before scaling dependencies.</li> <li>Serve as the primary integrator across Support, Product, Enterprise Engineering, Platform, and SME teams.</li> <li>Drive governance to eliminate duplication, resolve conflicting sources of truth, and maintain a unified execution thread tied to measurable outcomes.</li> </ul> <h2><strong>What we look for:</strong></h2> <ul> <li>BS or higher degree in Computer Science or a related field.</li> <li>10+ years of experience building and operating customer-facing w