Group Product Manager: AI-Powered Customer Engagement

Coinbase, Inc.; Idaho, United States, Northern America, Americas; Hybrid; USD 244,000 - 287,000; Full time

Job summary

Coinbase, Inc. in the United States is seeking a Group Product Manager to lead the Customer Engagement & Experience (CEE) product team within the EE organization, defining and building Coinbase's retail customer support experiences.

You will 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, with a goal to automate more than 90% of customer contacts.

Qualifications

• 10+ years in product management, incl. 5+ years shipping customer-facing support or automation.
• 5+ years leading PM teams across large, cross-functional orgs.
• Experience delivering AI-powered products with governance.
• Proven ability to define measurable outcomes and drive roadmap prioritization using data.
• Experience leveraging AI to improve efficiency, output, and quality.

Responsibilities

• Own multi-year vision, strategy, and roadmap for Coinbase's retail customer support experiences.
• Drive the next generation of AI-powered self-service and automation across product surfaces and channels.
• Own the Concierge program direction, pairing humans with AI tooling to engage high-value customers.
• Build proactive support capabilities that detect and resolve issues before customers contact us.
• Develop and mentor a globally distributed product group with a high quality bar.

Skills

Product management

Cross-functional leadership

AI-powered products

Data-driven decisions

Team mentorship

Job description

Coinbase, Inc. in the United States is seeking a Group Product Manager to lead the Customer Engagement & Experience (CEE) product team within the EE organization, defining and building Coinbase's retail customer support experiences.

You will 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, with a goal to automate more than 90% of customer contacts.