Senior Product Manager, CX & AI Tooling

Coinbase; Charlotte (NC); On-site; USD 162,333 - 198,407; Full time

Job summary

Coinbase is seeking a Senior Product Manager for its Enterprise Applications & Architecture team to oversee product strategy and execution of customer experience (CX) and AI tooling. Based in Charlotte, NC, you will drive impactful features that enhance support tools, leveraging automation and AI to improve customer interactions.

This role demands a skilled product manager with 5+ years of experience in internal tools and a strong background in AI/ML capabilities. The position offers a competitive salary and a commitment to a diverse workplace.

Qualifications

• 5+ years of product management experience with impactful internal tools.
• Ability to leverage AI/ML capabilities for user problems.
• Experience managing multiple product portfolios.
• Engagement with engineering on system design.

Responsibilities

• Own the product roadmap for CX and AI tooling.
• Drive identification of high-impact problems in CX.
• Build AI-integrated features for support specialists.
• Define and own success metrics across the portfolio.
• Execute cross-functional delivery with various teams.

Skills

Product management

AI/ML capabilities

Cross-functional collaboration

User engagement

Job description

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” Learn more about working at Coinbase.

The Enterprise Applications & Architecture (EAA) team at Coinbase builds and operates the internal platforms and business systems that power Coinbase at scale. Within EAA, the CX Tooling product team owns the tools, workflows, and AI-powered systems that enable Coinbase's CX specialists to resolve customer issues quickly, accurately, and with empathy. As a Senior Product Manager, you'll own product strategy and execution for CX and AI tooling that sits at the intersection of internal operations and the external customer experience, building an AI-forward platform that leverages automation, intelligent routing, and AI-assisted resolution to raise the bar on speed, quality, and customer satisfaction.

Location: Greater Charlotte, NC area (relocation assistance available)

What you'll do:

• Own the product roadmap for a portfolio of CX and AI tooling, delivering end-to-end across discovery, requirements, launch, measurement, and iteration for the systems Coinbase’s support specialists rely on to serve millions of retail customers.
• Drive identification and prioritization of the highest-impact problems in the CX space, diagnosing operational pain points, surfacing automation opportunities, and translating them into clear product solutions.
• Build AI-integrated features that augment human specialists' capabilities — intelligent case routing, AI-assisted responses, knowledge retrieval, and workflow automation — with the evaluation and human oversight needed to earn trust in AI-driven resolution.
• Partner with CX Operations, CX Leadership, and frontline specialists to deeply understand user needs, gather feedback, and ensure tools are practical, intuitive, and effective.
• Define and own success metrics across the portfolio (resolution time, CSAT, specialist efficiency, automation rate) and use data to drive prioritization and measure impact.
• Execute cross-functional delivery with Design, Data Science, Compliance, and other EAA teams to ensure CX tooling integrates seamlessly into Coinbase's broader enterprise platform ecosystem.

Required Skills and Experience:

• 5+ years of product management experience with a track record of shipping impactful internal tools, enterprise platforms, or operational tooling where internal users' work directly impacts external customers.
• Demonstrated ability to leverage AI/ML capabilities (NLP, automation, intelligent workflows) to solve real user problems, with experience building or integrating AI-powered tooling into operational platforms.
• Experience managing a portfolio of products or features simultaneously, making disciplined prioritization tradeoffs in complex, cross-functional environments.
• Proven ability to engage meaningfully with engineers on system design, APIs, and data flows, and to communicate product vision and roadmap to stakeholders at all levels including executive leadership.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Position ID: P77367

Pay Transparency Notice: Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).

Annual base salary range (excluding equity and bonus): $180,370 USD - $180,370 USD

• Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.