Group Product Manager, Customer Engagement & Experience

Overview

Lead the Customer Engagement & Experience (CEE) product team within the EE organization, defining and building Coinbase's retail customer support experiences for over 100 million customers worldwide.

What you'll do

• Own the multi-year vision, strategy, and roadmap for Coinbase's retail customer support experiences, aligning Engineering, Design, Data, and CX behind 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, the Help Center, and chat, voice, and social channels, building clean handoffs between AI agents and human specialists.
• Own the strategic direction for the Concierge program, pairing dedicated human concierges with AI-powered tooling to deliver a relationship-based support experience for the 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.
• Lead and develop a team of product managers, technical program managers, and designers.
• Work toward automating more than 90% of customer contacts while maximizing quality across every support surface and interaction.

What you'll need

• 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, and identifies 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.

Details

• Remote-first, but not remote-only; expect to get together quarterly for in-person working sessions called "surges."
• Annual base salary range (excluding equity and bonus): $243,865 to $286,900 USD.
• Total compensation may also include equity, bonus eligibility, and benefits (medical, dental, vision, 401(k)).