Coinbase is a remote-first company on a mission to increase economic freedom.
Expect quarterly in-person working sessions called "surges."
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 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.
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.
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.
Leverages AI to accelerate output, efficiency, and quality of the product group.
Utilizes generative AI responsibly, maintaining human oversight.
Conditions
Annual base salary range (excluding equity and bonus): $243,865 — $286,900 USD.
Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).
Candidates may submit a maximum of 3 applications within a 6-month period.