Group Product Manager, Customer Engagement & Experience

Coinbase is hiring a Group Product Manager to lead the Customer Engagement & Experience product team, which owns retail customer support for 100M+ customers including AI-powered self-service, automation, the Concierge program and social support. The goal is to automate 90%+ of contacts while keeping quality high.

• Set the multi-year vision and roadmap for retail customer support
• Expand AI self-service and automation across chat, voice, social and the Help Center
• Set strategy for the Concierge program combining human concierges with AI tooling
• Build proactive support that resolves issues and flags churn risk
• Mentor a global product group

• 10+ years in product management, 5+ shipping support, self-service or automation products in fintech or regulated settings
• 5+ years leading PM teams including senior PMs
• Experience delivering AI-powered products with evaluation and governance controls
• Data-driven prioritization of measurable outcomes

Coinbase is remote-first with quarterly in-person surges. Source: Coinbase careers (job P78603).