Group Product Manager, Customer Engagement & Experience at Coinbase

Group Product Manager, Customer Engagement & Experience at Coinbase

Are you ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here.

Coinbase operates as a remote-first, but not remote-only company. We expect to gather quarterly for intense in-person working sessions known as “surges.” Learn more about the culture at Coinbase.

We are hiring a Group Product Manager to spearhead the Customer Engagement & Experience (CEE) product team within our EE organization. This role is responsible for defining and building Coinbase's retail customer support experiences. You will own the entire support ecosystem serving over 100 million customers globally, ranging from AI-powered self-service and automation to the Concierge program for our highest-value clients, and the social support strategy that meets customers wherever they are.

Your mandate will be to lead a team composed of product managers, technical program managers, and designers to deliver a cohesive experience that effectively balances automation with human support. The ambition is to automate more than 90% of customer contacts while maximizing quality across every support surface and interaction.

What You Will Do:

• Own the multi-year vision, strategy, and roadmap for Coinbase's retail customer support experiences, ensuring alignment across Engineering, Design, Data, and CX with 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, creating seamless handoffs between AI agents and human specialists so customers receive the correct help at 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 fosters trust and deepens engagement with our most valuable customers.
• Build proactive support capabilities that detect and resolve issues before customers reach out, identify churn risks and engagement opportunities, and transform public social support interactions into trust-building experiences.
• Develop and mentor a globally distributed product group, maintaining an extremely high quality bar for craft, operational excellence, and customer outcomes across all team deliverables.

Required Skills and Experience:

• A minimum of 10 years of product management experience, including 5+ years dedicated to shipping customer-facing support, self-service, or automation products within fintech, financial services, or other similarly regulated domains at a global scale.
• At least 5 years of experience leading and developing product management teams, which includes managing senior PMs and succeeding through influence across large, diverse, cross-functional organizations.
• Proven success delivering AI-powered products, such as LLM-based assistants, agentic workflows, intelligent routing, or automation, while maintaining appropriate controls, evaluation, and governance.
• Demonstrated ability to define measurable outcomes (e.g., automation rate, product and support quality, customer effort scores, retention), instrument product surfaces, and leverage data to guide roadmap prioritization across a multi-team portfolio.
• Experience leveraging AI to accelerate output, efficiency, and quality of the product group, in addition to identifying priorities and tradeoff opportunities across a diverse investment portfolio.
• Proficiency in utilizing generative AI responsibly, ensuring human oversight is maintained to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Pay Transparency Notice: Base salary varies by location. Total compensation may also encompass equity and bonus eligibility, as well as various benefits (medical, dental, vision, 401(k)).

Annual Base Salary Range (excluding equity and bonus): $243,865, $286,900 USD

Disclosures:

• Application Limit: Candidates are permitted to submit a maximum of 3 applications within a 6-month period.
• Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
• US Applicants: Please view Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
• Accommodations: If you are an individual with a disability who requires reasonable accommodation, please email your request and contact information to accommodations[at]coinbase.com.

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Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.

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Benefits for U.S. employees:

• 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

Apply now