← All roles

Group Product Manager, Customer Engagement & Experience

Coinbase· Customer Engagement & Experience (CEE) within EE organization
Apply on company site
Remote$243.9k - $286.9kFull-timePosted 2w ago

About the role

Lead the CEE product team within Coinbase’s Retail customer support experiences, owning the full support ecosystem from AI-powered self-service and automation to Concierge for high-value customers, with a focus on balancing automation and human support and achieving a high automation rate while maintaining quality.

Responsibilities

  • Own the multi-year vision, strategy, and roadmap for Coinbase's retail customer support experiences, aligning Engineering, Design, Data, and CX behind ambitious goals tied to company-level automation, quality, and retention outcomes.
  • Drive the next generation of AI-powered self-service and automation across Coinbase product surfaces, Help Center, and chat, voice, and social channels, building clean handoffs between AI agents and human specialists so customers get the right help in the right moment.
  • Own the strategic direction for the Concierge program, pairing dedicated human concierges with AI-powered tooling to deliver a relationship-based support experience that builds trust and deepens engagement with our most valuable customers.
  • Build proactive support capabilities that detect and resolve issues before customers contact us, identify churn risks and engagement opportunities, and turn public social support moments into trust-building experiences.
  • Develop and mentor a globally distributed product group, holding an extremely high quality bar for craft, operational excellence, and customer outcomes across everything the team ships.

Qualifications

  • 10+ years of product management experience, with 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 PMs and operating through influence across large, cross-functional organizations.
  • Demonstrated experience delivering AI-powered products (e.g., LLM-based assistants, agentic workflows, intelligent routing, or automation) with appropriate controls, evaluation, and governance.
  • Proven ability to define measurable outcomes (automation rate, product and support quality, customer effort scores, retention), instrument product surfaces, and use data to drive roadmap prioritization across a multi-team portfolio.
  • Leverages AI to accelerate output, efficiency, and quality of the product group in addition to identifying priorities and tradeoff opportunities across a diverse portfolio of product investments.
  • Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Skills

Required:Product managementAI-powered product deliveryLeadership and people management

Benefits

  • Medical Plan, Dental and Vision Plan with generous employee contributions
  • Health Savings Account with company contributions each pay period
  • Disability and Life Insurance
  • 401(k) plan with company match
  • Wellness Stipend
  • Mobile/Internet Reimbursement
  • Volunteer Time Off
  • Fertility Counseling and Benefits
  • Generous Time off/Leave Policy
  • The option of getting paid in digital currency
Last updated Oct 22, 2026. Interested? Apply on the company site.
Coinbase logo

About Coinbase

Buy, sell, and manage cryptocurrencies.

Founded in June of 2012, Coinbase is a digital currency wallet and platform where merchants and consumers can transact with new digital currencies like bitcoin, ethereum, and litecoin. Our vision is to bring more innovation, efficiency, and equality of opportunity to the world by building an open financial system. Our first step on that journey is making digital currency accessible and approachable for everyone. Two principles guide our efforts. First, be the most trusted company in our domain. Second, create user-focused products that are easier and more intuitive to use.

crypto-web3
Company profileWebsite

More open roles at Coinbase