Group Product Manager, Customer Engagement – Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the long-term vision, strategy, and roadmap for Coinbase's retail customer support experiences.

• Align Engineering, Design, Data, and CX teams with objectives related to automation, quality, and customer retention.

• Propel AI-driven self-service and automation initiatives across product interfaces, the Help Center, and various communication channels including chat, voice, and social media.

• Establish seamless transitions between AI agents and human specialists.

• Direct the strategic vision for the Concierge program.

• Develop proactive support capabilities that can identify and address issues before customers reach out for assistance.

• Recognize churn risks and potential engagement opportunities.

• Transform public social support interactions into trust-enhancing experiences.

• Cultivate and mentor a globally distributed product team.

• Uphold a high standard for craftsmanship, operational excellence, and customer outcomes.

⛳️ Requirements

• Over 10 years of experience in product management.

• More than 5 years of experience delivering customer-facing support, self-service, or automation products within fintech, financial services, or similarly regulated industries on a global scale.

• At least 5 years of experience in leading and developing product management teams, including managing senior PMs and influencing large, cross-functional organizations.

• Proven track record in delivering AI-powered products, such as LLM-based assistants, agentic workflows, intelligent routing, or automation, while implementing appropriate controls, evaluations, and governance.

• Demonstrated capability to define measurable outcomes, instrument product interfaces, and leverage data to prioritize roadmaps across a multi-team portfolio.

• Experience in utilizing AI to enhance output, efficiency, and quality within the product group.

• Commitment to the responsible use of generative AI with human oversight.

• Eligibility to work in the United States.

🏝️ Benefits

• Eligibility for equity.

• Bonus eligibility.

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• 401(k) plan.

• Quarterly in-person working sessions referred to as “surges.”