Group Product Manager, Customer Engagement & Experience

As a Group Product Manager for Customer Engagement & Experience at Coinbase, you'll lead the product team that defines and builds retail customer support experiences for over 100 million customers worldwide. You own the full support ecosystem, from AI-powered self-service and automation to the Concierge program for high-value customers and social support strategy. You'll lead product managers, technical program managers, and designers to deliver a cohesive experience that balances automation with human support, with the ambition to automate more than 90% of customer contacts while maximizing quality.

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 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, 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 that builds trust with high-value customers.
• Build proactive support capabilities that detect and resolve issues before customers contact you, identify churn risks and engagement opportunities, and turn public social support moments 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 everything the team ships.

What you bring

• 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 such as LLM-based assistants, agentic workflows, intelligent routing, or automation with appropriate controls, evaluation, and governance.
• Proven ability to define measurable outcomes including automation rate, product and support quality, customer effort scores, and retention, instrument product surfaces, and use data to drive roadmap prioritization across a multi-team portfolio.
• Leverage of AI to accelerate output, efficiency, and quality of the product group while identifying priorities and tradeoff opportunities across a diverse portfolio of product investments.
• Responsible use of generative AI, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

What we offer

• Annual base salary of $243,865-$286,900 USD, varying by location.
• Total compensation may also include equity and bonus eligibility.
• Benefits including medical, dental, vision, and 401(k).
• Remote-first work with quarterly in-person working sessions called "surges."

About Coinbase

Coinbase is focused on increasing economic freedom through cryptocurrency and blockchain. The company serves over 100 million customers worldwide and maintains a high bar for impact and operational excellence.