Group Product Manager — AI-Driven Customer Engagement

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

Job summary

Coinbase is hiring a Group Product Manager to lead the Customer Engagement & Experience (CEE) product team within our EE organization, defining and building our 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.

You will lead a team of product managers, technical program managers, and designers to balance automation with human support, aiming to automate

Qualifications

• 10+ years in product management, including 5+ years in customer-facing/self-service/automation products.
• 5+ years leading PM teams and influencing across large, cross-functional groups.
• Experience delivering AI-powered products with governance.
• Ability to define outcomes and use data to drive roadmap.
• Responsible AI with human oversight to deliver business benefits.

Responsibilities

• Own multi-year vision, strategy, and roadmap for Coinbase's retail customer support experiences.
• Drive AI-powered self-service and automation across product surfaces and channels.
• Oversee Concierge program blending human concierges with AI tooling.
• Build proactive support to detect issues and reduce churn.
• Mentor a globally distributed product group with high quality standards.

Skills

Product management

Team leadership

AI-powered products

Data-driven roadmap

Cross-functional collaboration

Regulated domains

Job description

Coinbase is hiring a Group Product Manager to lead the Customer Engagement & Experience (CEE) product team within our EE organization, defining and building our 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.

You will lead a team of product managers, technical program managers, and designers to balance automation with human support, aiming to automate