Group Product Manager, Customer Engagement & Experience
About this role
The Customer Engagement and Experience product team at Coinbase defines and builds retail customer support experiences for over 100 million users worldwide. This group creates AI-powered self-service tools, automated support workflows, the Concierge program for high-value clients, and social support strategies that meet users on preferred channels.
Leadership of this function involves owning the full support ecosystem and balancing automation with human intervention. The incoming product leader will drive the strategy to automate over 90 percent of customer contacts while maintaining high quality standards across every interaction. Building proactive support capabilities and managing a globally distributed team of product managers, designers, and technical program managers form core daily duties.
What you will do
- Own the multi-year vision, strategy, and roadmap for Coinbase's retail customer support experiences, aligning Engineering, Design, Data, and CX behind ambitious automation and retention goals.
- Drive the next generation of AI-powered self-service and automation across product surfaces, the Help Center, and chat, voice, and social channels.
- Build clean handoffs between AI agents and human specialists so customers receive appropriate assistance in the right moment.
- Own the strategic direction for the Concierge program by pairing dedicated human concierges with AI-powered tooling for high-value customers.
- Build proactive support capabilities that detect and resolve issues before users make contact, identify churn risks, and turn public social support moments into trust-building experiences.
- Develop and mentor a globally distributed product group while holding a high quality bar for craft and operational excellence.
What you need
- Have at least 10 years of product management experience, including 5 or more years shipping customer-facing support, self-service, or automation products within fintech, financial services, or similarly regulated domains at global scale.
- Bring 5 or more years of experience leading and developing product management teams, which includes managing senior PMs and operating through influence across large, cross-functional organizations.
- Demonstrate hands-on experience delivering AI-powered products such as LLM-based assistants, agentic workflows, intelligent routing, or automation with appropriate controls and governance.
- Show a proven ability to define measurable outcomes like automation rates, support quality, customer effort scores, and retention while using data to drive roadmap prioritization.
- Leverage AI to accelerate output, efficiency, and quality of the product group while utilizing generative AI responsibly with human oversight.
Benefits
- Medical, dental, and vision insurance
- 401(k)
Skills and tech stack
Questions candidates ask
What is the remote work policy?
Coinbase operates as a remote-first, but not remote-only company. Employees should expect to get together quarterly for intense in-person working sessions called surges.
What is the salary range for this role?
The annual base salary range is $243,865 to $286,900 USD, which varies by location. Total compensation may also include equity and bonus eligibility, alongside standard benefits.
What application limits apply to candidates?
Candidates may submit a maximum of three applications within a six-month period. All qualified applicants receive consideration for employment without regard to protected characteristics.