Group Product Manager

Details

At Coinbase, our mission is to increase economic freedom in the world. We are seeking a Group Product Manager to lead the Customer Engagement & Experience (CEE) product team responsible for defining and building the retail customer support experience. The role focuses on self-service and automated support experiences, AI-powered automation, and customer journeys connecting customers to chat, email, and voice support via the Help Center and social platforms. You will lead a distributed team across North America and India, collaborate closely with Engineering, Data Science, Design, and CX, and report to the product leader for Customer Experience tooling.

Responsibilities

• Own vision, strategy, and execution for the customer-facing support product area.
• Define and execute the roadmap for retail customer support experiences impacting over 100 million customers.
• Drive AI-powered self-service and automation (internal tech and third-party vendors) with the ambition to automate >90% of customer contacts while achieving >95% CSAT across automated and human-handled contacts.
• Communicate vision and progress across the company to both technical and non-technical leaders via regular program updates.
• Investigate and analyze customer user journeys through self-service and automated support experiences to identify high-impact opportunities to increase automation and CSAT.
• Partner with Design, Engineering, Data Science, and CX to deliver scalable, user-friendly support experiences and clean handoffs between automated systems and human agents.
• Proactively address security, fraud, risk, and compliance considerations while preserving excellent user experience.
• Conduct buy vs. build analysis and run RFPs for emerging AI capabilities; evaluate third-party vendors and internal solutions.
• Develop and mentor a globally distributed product group of product managers, technical program managers, and designers.

Requirements

• 10+ years of Product Management experience with a proven track record of shipping consumer products at global scale.
• 5+ years launching products in fintech, DeFi, or similarly complex domains.
• 5+ years leading and developing Product Management teams.
• Demonstrated product vision & execution: ability to translate bold ideas into measurable, impactful features.
• Strong user obsession: focus on intuitive, trustworthy, and scalable payment/support experiences.
• Cross-functional leadership: able to align stakeholders including engineers, compliance, and CX.
• Analytical skills: market sizing, opportunity assessment, and turning complex data into product insights.
• Demonstrated experience driving AI-powered customer support solutions (e.g., chatbots, LLM-based assistants, automation workflows).
• Curiosity and a track record of researching, experimenting with, and adapting new technologies and vendors.
• Excellent written and verbal communication skills and the ability to perform under pressure.

Nice to have

• Experience in fintech, payments, or crypto industries.
• Experience working in high-compliance or regulated environments (finance, banking, crypto).

Work model & team

• Remote-first but not remote-only; in-person participation and attendance at team and company offsites throughout the year is required and supported.
• You will lead a distributed product group across North America and India.

Pay & additional info

• Pay Range: $205,785—$242,100 USD (target annual). Full-time offers also include bonus eligibility, equity eligibility, and benefits (medical, dental, vision, 401(k), etc.).
• ID: P72918

Benefits

• Medical, Dental and Vision plans; Health Savings Account with company contributions
• Disability and Life Insurance
• 401(k) with company match
• Wellness stipend, Mobile/Internet reimbursement, Connections stipend
• Volunteer time off, Fertility counseling and benefits
• Generous time off/leave policy and option to get paid in digital currency