Senior Product Manager, CX & AI Tooling

Details

At Coinbase's Enterprise Applications & Architecture (EAA) team, the CX Tooling product team owns tools, workflows, and AI-powered systems that enable Coinbase's CX specialists to resolve customer issues quickly, accurately, and with empathy. This role focuses on product strategy and execution for CX and AI tooling that intersects internal operations and external customer experience, building an AI-forward platform with automation, intelligent routing, and AI-assisted resolution.

Location: Greater Charlotte, NC area (relocation assistance available). Coinbase is remote-first, but not remote-only; expect quarterly in-person working sessions called “surges.”

Responsibilities

• Own the product roadmap for a portfolio of CX and AI tooling, delivering end-to-end across discovery, requirements, launch, measurement, and iteration for systems used by support specialists.
• Identify and prioritize high-impact problems in CX by partnering with frontline specialists, diagnosing operational pain points, surfacing automation opportunities, and translating them into product solutions.
• Build AI-integrated features that augment human specialists, including intelligent case routing, AI-assisted responses, knowledge retrieval, and workflow automation, ensuring evaluation and human oversight to earn trust in AI-driven resolution.
• 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 into Coinbase's enterprise platform ecosystem.

Requirements

• 5+ years of product management experience with a track record of shipping internal tools, enterprise platforms, or operational tooling where internal users' work directly impacts external customers.
• Demonstrated ability to leverage AI/ML capabilities (including NLP, automation, intelligent workflows) to solve real user problems and build or integrate AI-powered tooling into operational platforms.
• Experience managing a portfolio of products or features simultaneously and 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 strategy to stakeholders at all levels including executive leadership.
• Responsible use of generative AI with maintained human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Compensation & Benefits

• Annual base salary range (excluding equity and bonus): $180,370 — $180,370 USD.
• Total compensation may also include equity, bonus eligibility, and benefits (medical, dental, vision, 401(k)).
• Relocation assistance available for Greater Charlotte, NC area.

Additional Information

• Application limit: Candidates may submit a maximum of 3 applications within a 6-month period.
• Coinbase is an Equal Opportunity Employer and provides accommodations for applicants with disabilities.
• Coinbase pilots AI tools for initial screening interviews and interview intelligence; AI will not be used to make employment decisions.