Group Product Manager, Customer Engagement & Experience

Coinbase Careers Page • $243K — $286K *
US-AnywhereRemote in United States
Consumer Technology
8 - 10 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 10+ years of product management experience, particularly in customer-facing support or automation products.
  • 5+ years of experience leading product management teams and managing senior PMs.
  • Experience delivering AI-powered products with governance and evaluation controls.
  • Ability to define measurable outcomes and use data for roadmap prioritization.
  • Expertise in leveraging AI to enhance product efficiency and quality.
  • Responsible use of generative AI with human oversight for business-ready outputs.

Responsibilities

  • Own the vision, strategy, and roadmap for retail customer support experiences.
  • Drive AI-powered self-service and automation across various channels.
  • Lead the strategic direction for the Concierge program to enhance customer relationships.
  • Build proactive support capabilities to resolve issues before customer contact.
  • Develop and mentor a globally distributed product team, ensuring high-quality outcomes.

Benefits

  • Medical, dental, and vision insurance.
  • 401(k) plan with company contributions.
  • Equity and bonus eligibility.
Full Job Description
We9re hiring a Group Product Manager to lead the Customer Engagement & Experience (CEE) product team within our EE organization, which defines and builds Coinbase9s retail customer support experiences. You9ll own the full support ecosystem serving over 100 million customers worldwide, from AI-powered self-service and automation to the Concierge program for our highest-value customers, and the social support strategy that meets customers where they are. You9ll lead a team of 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 across every support surface and interaction.

What you9ll do:
  • Own the multi-year vision, strategy, and roadmap for Coinbase9s 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 so customers get the right help in 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 builds trust and deepens engagement with our 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 across everything the team ships.

Required Skills and Experience:
  • 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 in addition to identifying 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.


Pay Transparency Notice:Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).

Annual base salary range (excluding equity and bonus):

$243,865-$286,900 USD

  • Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.

About Coinbase Careers Page

Coinbase Careers Page

There has never been a better time to join the global team of Coinbase professionals, a leading force in the cryptocurrency industry and a hub for innovation and growth.

Work You’ll Do

Join Coinbase's market-leading team to assist some of the most innovative companies and individuals in mastering the digital currency landscape. Transform financial transactions and systems with the best minds at Coinbase, where leadership in technology and consulting converges to drive digital innovation. Lead from a unique position in the marketplace, at the intersection of technology, financial expertise, and digital innovation. Work with a global team of business and technology advisors to help clients and the company navigate through the evolving world of digital currencies. Collaborate with a dedicated group of professionals who are experts in blockchain technology and cryptocurrency – all committed to advancing the industry.

Introducing the Coinbase Professional Growth and Development Initiative

The initiative is building a market-leading team to help some of the most well-known companies and professionals master their financial digital transformation journey with Coinbase.

Do Innovative Work

Join a dedicated group of experts at the forefront of blockchain technology and digital currencies, where industry expertise meets digital innovation.

Drive Innovation

Deliver targeted solutions on the most trusted platforms through a depth and breadth of consulting experience and innovation that’s second to none.

Be Part of a Great Team

Work on a wide range of technology projects and harness the capabilities of a team known for its global scale and solution development.

Future-Proof Your Career

Advance your career with near-limitless opportunities in a company that offers unmatched training, development, and certification support.

Explore

Discover how Coinbase is leading the way in blockchain technology and cryptocurrency solutions, making financial systems more accessible and efficient.

The Coinbase Employment Experience

The combined service capabilities, global scale, and joint solution development help clients and employees overcome challenges and lead transformation in the financial industry. Clients and professionals around the globe look to Coinbase for new strategies and solutions to drive innovation and growth in the era of digital finance. Bringing together dedicated professionals, Coinbase empowers individuals to thrive in the era of digital disruption.

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Learn more about Coinbase Careers Page
Industry
Finance & Insurance
* Ladders Estimates

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