Used Tools & Technologies
Machine Learning GenAIRequired Skills & Competences
Tag name is followed by "@" symbol and proficiency level value.
About proficiency levels:
- 1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;
- 3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;
- 7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;
- 10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.
Data Science @ 4
Scoping @ 4
Prioritization @ 4
Product Management @ 7
API @ 7
Customer Support @ 4
LLM @ 4
Compliance @ 4
Generative AI @ 4
AI @ 4
- 1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;
- 3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;
- 7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;
- 10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.
Details
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. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for in-person working sessions called “surges.”
The CX Automation team within Coinbase's Enterprise Applications & Architecture (EAA) org engineers seamless, proactive, and intelligent customer experiences by maximizing automation to resolve service needs and optimizing human-assisted channels for high-value interactions. As a Staff Product Manager, you'll own product strategy and end-to-end delivery for the support surfaces through which the majority of Coinbase customer interactions take place. Your work will directly drive the team's goals to maximize automation rates while maintaining high customer satisfaction, shaping how millions of customers experience Coinbase support.
Responsibilities
- Own the product roadmap and end-to-end delivery for chat, voice, and proactive support surfaces, defining how automated and human-assisted interactions flow across channels to deliver a seamless experience for both customers and agents.
- Drive automation rate and CSAT improvements by identifying the highest-impact opportunities to deflect contacts before they become issues, reach out to customers proactively, and optimize the handoff from automated to human-assisted resolution.
- Build AI-integrated capabilities across support surfaces by partnering with the Intelligence team (ML/LLM) and 3P AI vendors to bring intelligent routing, AI-assisted responses, and automation workflows into chat and voice experiences.
- Partner with Engineering, CX Operations, Data Science, and Compliance to ensure support surfaces built on Amazon Connect, Sprinklr, and internal platforms are reliable, scalable, and compliant across all operating jurisdictions.
- Shape P&L impact through tooling optimization and deprecation, evaluating build-vs-buy tradeoffs and scoping the market for emerging CX technologies that accelerate automation goals.
Requirements
- 7+ years of product management experience, with demonstrated depth in both customer-facing product surfaces (front-end UX) and platform/systems work (back-end APIs, integrations, data flows).
- Experience building or scaling AI-powered customer support products, including automation workflows, intelligent routing, chatbots, or LLM-based assistants across chat, voice, or self-service channels.
- Track record of defining and tracking success metrics across complex funnels (automation rate, CSAT, deflection rate, resolution time) and using data to drive prioritization decisions.
- Experience partnering across multiple product groups and stakeholders without owning end-to-end UX, with proven ability to influence outcomes and align priorities in a matrixed environment.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Benefits / Compensation
- Annual base salary range (excluding equity and bonus): $207,485 — $244,100 USD.
- Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).
Additional information
- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
- Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to protected characteristics.
- US Applicants: Links provided in the original posting refer to Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email accommodations[at]coinbase.com.
- Data Privacy & Arbitration: By submitting your application, you agree to Coinbase's Candidate Privacy Notice and (for US applicants) the application arbitration agreement referenced in the posting.
- AI Disclosure: Coinbase is piloting AI tools to conduct initial screening interviews and to transcribe/summarize interview notes; Coinbase states it will not use AI to make employment decisions.