Role overview

Coinbase is seeking a Group Product Manager to lead the Customer Engagement & Experience product team, overseeing the full support ecosystem for over 100 million retail customers worldwide. This role combines AI-powered self-service and automation with human support programs, balancing the goal to automate more than 90% of customer contacts while maintaining quality across every interaction channel.

Key responsibilities

Own the multi-year vision, strategy, and roadmap for retail customer support experiences, aligning Engineering, Design, Data, and CX teams around automation, quality, and retention outcomes.
Drive the next generation of AI-powered self-service and automation across product surfaces, the Help Center, and chat, voice, and social channels with clean handoffs between AI agents and human specialists.
Lead the strategic direction for the Concierge program, pairing human concierges with AI-powered tools to deliver relationship-based support for high-value customers.
Build proactive support capabilities that detect and resolve issues before customer contact, identify churn risks, and turn public social support moments into trust-building experiences.
Develop and mentor a globally distributed product group while maintaining high quality standards for craft, operational excellence, and customer outcomes.

Requirements

At least 10 years of product management experience, with 5+ years shipping customer-facing support, self-service, or automation products in fintech, financial services, or similarly regulated domains at global scale.
5+ years leading and developing product management teams, including managing senior PMs and operating through influence across large, cross-functional organizations.
Demonstrated experience delivering AI-powered products such as LLM-based assistants, agentic workflows, intelligent routing, or automation with appropriate controls, evaluation, and governance.
Proven ability to define measurable outcomes including automation rate, product and support quality, customer effort scores, and retention, with experience instrumenting product surfaces and using data to drive roadmap prioritization.
Experience leveraging AI to accelerate product group output, efficiency, and quality while identifying priorities and tradeoff opportunities across diverse product investments.

What makes this role worth considering

Coinbase operates as a remote-first company with a commitment to intense, collaborative work. The company brings teams together quarterly for in-person working sessions called “surges” to maintain connection and momentum. The role sits within an organization focused on uncompromising mission-driven work at a global scale, serving a customer base exceeding 100 million users across support channels spanning AI, voice, chat, and social platforms.