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Salary: USD 243,865 - 286,900 / annual
Coinbase is seeking a Group Product Manager to lead the Customer Engagement & Experience (CEE) product team, which owns the full retail customer support ecosystem serving over 100 million customers worldwide. This is a leadership role managing a team of product managers, technical program managers, and designers.
You will own the multi-year vision, strategy, and roadmap for Coinbase's retail customer support experiences, aligning Engineering, Design, Data, and CX behind ambitious goals tied to company-level automation, quality, and retention outcomes. Key responsibilities include:
- Drive the next generation of AI-powered self-service and automation across Coinbase product surfaces, the Help Center, and chat, voice, and social channels, building clean handoffs between AI agents and human specialists.
- Own the strategic direction for the Concierge program, pairing dedicated human concierges with AI-powered tooling to deliver relationship-based support experiences for high-value customers.
- Build proactive support capabilities that detect and resolve issues before customers contact support, identify churn risks and engagement opportunities, and turn public social support moments into trust-building experiences.
- Develop and mentor a globally distributed product group, maintaining an extremely high quality bar for craft, operational excellence, and customer outcomes.
Coinbase is a remote-first company with quarterly in-person "surge" working sessions. The company emphasizes an intense, high-bar environment focused on increasing economic freedom through cryptocurrency and blockchain technology.
REQUIREMENTS:
- 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 (e.g., LLM-based assistants, agentic workflows, intelligent routing, or automation) with appropriate controls, evaluation, and governance.
- Proven ability to define measurable outcomes (automation rate, product and support quality, customer effort scores, retention), instrument product surfaces, and use data to drive roadmap prioritization across a multi-team portfolio.
- Ability to leverage AI to accelerate output, efficiency, and quality of the product group while identifying priorities and tradeoff opportunities across a diverse portfolio of product investments.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
