Group PM - AI-Powered Customer Engagement & Experience

Coinbase, Inc.; United States; Hybrid; USD 244,000 - 287,000; Full time

Benefits offered by this job

Equity

Bonus eligibility

Medical, dental, vision

401(k)

Job summary

Coinbase is hiring a Group Product Manager to lead the Customer Engagement & Experience (CEE) product team within our EE organization, which defines and builds Coinbase’s retail customer support experiences. You’ll own the full support ecosystem serving over 100 million customers worldwide, from AI-powered self-service and automation to the Concierge program for our highest-value customers.

You’ll lead a team of product managers, technical program managers, and designers to deliver a cohesive

Qualifications

• 10+ years of product management experience in fintech, financial services, or similarly regulated domains at global scale.
• 5+ years leading and developing product management teams, including senior PMs.
• Proven experience delivering AI-powered products with governance and controls.

Responsibilities

• Own the multi-year vision, strategy, and roadmap for Coinbase's retail customer support experiences across channels.
• Drive AI-powered self-service and automation with clean AI-to-human handoffs.
• Lead the Concierge program to deliver relationship-based support for high-value customers.
• Build proactive support that reduces churn and turns social moments into trust-building experiences.
• Mentor a globally distributed product group with high craft and operational excellence.

Skills

Product management

Cross-functional leadership

AI-powered products

Data-driven decision making

Customer-facing experience

Job description

Coinbase is hiring a Group Product Manager to lead the Customer Engagement & Experience (CEE) product team within our EE organization, which defines and builds Coinbase’s retail customer support experiences. You’ll own the full support ecosystem serving over 100 million customers worldwide, from AI-powered self-service and automation to the Concierge program for our highest-value customers.

You’ll lead a team of product managers, technical program managers, and designers to deliver a cohesive