Group Product Manager, Customer Engagement & Experience

Coinbase

23h•$243,865 - $286,900•Remote

About The Position

Coinbase is seeking a Group Product Manager to lead the Customer Engagement & Experience (CEE) product team within their EE organization. This role is responsible for defining and building Coinbase's retail customer support experiences, overseeing the entire support ecosystem for over 100 million customers globally. The scope includes AI-powered self-service and automation, the Concierge program for high-value customers, and social support strategies. The Group Product Manager will lead a team of product managers, technical program managers, and designers to create a balanced experience between automation and human support, aiming to automate over 90% of customer contacts while maintaining high quality.

Requirements

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.

Responsibilities

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 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.