Group Product Manager

Coinbase; Dover (DE); Hybrid; USD 205,000 - 243,000; Full time

Job summary

A leading cryptocurrency exchange is seeking a seasoned Product Manager to lead customer support product management. The role requires over 10 years of product management experience, with a focus on fintech and AI-powered solutions. Candidates should possess exceptional leadership abilities, analytical skills, and a passion for enhancing customer experiences. The position is based in Dover, Delaware, and fosters an in-person collaborative culture.

Benefits

Bonus eligibility

Equity eligibility

Comprehensive medical, dental, vision benefits

401(k) plan

Qualifications

• 10+ years of Product Management experience with a proven track record.
• 5+ years of experience launching successful products in fintech.
• 5+ years of leading and developing Product Management teams.
• Proven ability to translate bold ideas into impactful features.
• Focus on creating intuitive and scalable payment experiences.
• Able to align diverse stakeholders behind a shared vision.
• Skilled at market sizing and turning data into actionable insights.
• Experience driving AI-powered customer support solutions.
• Proactively researching and adapting new technologies.
• Excellent written and verbal communication skills.
• Ability to thrive and perform under pressure.

Responsibilities

• Own all facets of the customer facing support product area.
• Define and execute a roadmap for retail customer support.
• Communicate vision and progress for support experiences.
• Investigate customer user journeys to improve CSAT.
• Develop and mentor a globally distributed product group.
• Partner with design and engineering for user-friendly support.
• Address security, fraud, risk, and compliance considerations.

Skills

Product Management

Fintech experience

Cross-functional leadership

Analytical skills

AI-powered customer support solutions

Excellent communication

Ability to thrive under pressure

Job description

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

What you’ll be doing (ie. job duties):

• Own all facets of the customer facing support product area from crafting the vision and strategy to executing.

• Define and execute a roadmap for retail customer support experiences, impacting over 100 million customers.

• Communicate the vision and progress for customer support experiences across the company to technical and non-technical leaders with ease via weekly and monthly program updates.

• Investigate and inspect customer user journeys through our self-service and automated support experiences to size opportunities and identify the highest-impact use cases to improve CSAT and increase automation rates.

• Partner with design, engineering, and CX to deliver seamless, user-friendly support experiences that scale globally.

• Develop novel and innovative ideas to improve the customer support experience and drive higher CSAT for our customers.

• Proactively address security, fraud, risk, and compliance considerations while preserving an excellent user experience.

• Partner with Product and Engineering teams owning our internal customer support agent experiences to build clean handoffs and touch points between our customers and human agents.

• Partner with CX to conduct buy vs. build analysis and RFPs on emerging AI capabilities.

• Develop and mentor a globally distributed product group, fostering growth, accountability, and product excellence.

What we look for in you (ie. job requirements):

• 10+ years of Product Management experience, with a proven track record of shipping consumer products at a global scale.

• 5+ years of experience launching successful products in fintech, DeFi, or similarly complex domains.

• 5+ years of leading and developing Product Management teams.

• Product vision & execution: Proven ability to translate bold ideas into delightful, impactful features with measurable results.

• User obsession: Relentless focus on creating intuitive, trustworthy, and scalable payment experiences

• Cross-functional leadership: Able to align diverse stakeholders—from engineers to compliance teams—behind a shared vision.

• Analytical skills: Skilled at market sizing, opportunity assessment, and turning complex data into actionable product insights

• Demonstrated experience driving AI-powered customer support solutions, such as chatbots, LLM-based assistants, or automation workflows.

• Demonstrated unlimited curiosity: proactively researching, identifying, experimenting with, and adapting new technologies and vendors.

• Excellent written and verbal communication skills.

• Ability to thrive and perform under pressure.

Nice to haves:

• Experience in fintech, payments, or crypto industries.

• Experience working in a high-compliance or regulated environment (e.g., finance, banking, or crypto).

ID: P72918

Pay Transparency Notice:

Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include bonus eligibility + equity eligibility + benefits (including medical, dental, vision and 401(k)).

Pay Range:

$205,785—$242,100 USD

Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.

Commitment to Equal Opportunity

Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).

Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required.

AI Disclosure

For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.

For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.

The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment. To request a reasonable accommodation due to disability, please contact accommodations[at]coinbase.com