Group Product Manager, Customer Engagement & Experience

Details

Coinbase is hiring a Group Product Manager to lead the Customer Engagement & Experience (CEE) product team within its Engagement Experiences organization. The team defines and builds Coinbase's retail customer support experiences for more than 100 million customers worldwide. The role covers AI-powered self-service and automation, the Concierge program for high-value customers, and social support strategy. You will lead product managers, technical program managers, and designers in balancing automation with human support, with the goal of automating more than 90% of customer contacts while maintaining high quality across support interactions.

Coinbase is a remote-first, but not remote-only, company. Employees are expected to meet quarterly for in-person working sessions called "surges."

Responsibilities

• Own the multi-year vision, strategy, and roadmap for Coinbase's retail customer support experiences.
• Align Engineering, Design, Data, and Customer Experience teams around company-level automation, quality, and retention goals.
• Drive the next generation of AI-powered self-service and automation across Coinbase product surfaces, the Help Center, and chat, voice, and social channels.
• Build effective handoffs between AI agents and human specialists so customers receive the appropriate support at the right time.
• Own the strategic direction for the Concierge program, combining dedicated human concierges with AI-powered tooling to provide relationship-based support for high-value customers.
• Build proactive support capabilities that detect and resolve issues before customers contact support.
• Identify churn risks and engagement opportunities, and turn public social support interactions into trust-building experiences.
• Develop and mentor a globally distributed product group while maintaining a high standard for product quality, operational excellence, and customer outcomes.

Requirements

• 10+ years of product management experience.
• 5+ years shipping customer-facing support, self-service, or automation products in fintech, financial services, or similarly regulated domains at global scale.
• 5+ years leading and developing product management teams, including managing senior product managers and influencing large, cross-functional organizations.
• Demonstrated experience delivering AI-powered products, such as LLM-based assistants, agentic workflows, intelligent routing, or automation, with appropriate controls, evaluation, and governance.
• Ability to define measurable outcomes, including automation rate, product and support quality, customer effort scores, and retention.
• Experience instrumenting product surfaces and using data to prioritize roadmaps across a multi-team portfolio.
• Ability to use AI to accelerate the product group's output, efficiency, and quality and to identify priorities and trade-offs across diverse product investments.
• Experience using generative AI responsibly, maintaining human oversight while delivering business-ready outputs and measurable improvements in workflow efficiency, cost, and quality.

Compensation

• Annual base salary: $243,865–$286,900 USD, excluding equity and bonus.
• Total compensation may also include equity, bonus eligibility, and medical, dental, vision, and 401(k) benefits.