Senior Product Manager, CX & AI Tooling

Coinbase is a company committed to increasing economic freedom, and they are seeking a Senior Product Manager for their CX Tooling product team. In this role, you will own product strategy and execution for CX and AI tooling, focusing on enhancing customer experience through innovative internal tools and workflows.

Responsibilities:

• Own the product roadmap for a portfolio of CX and AI tooling, delivering end-to-end across discovery, requirements, launch, measurement, and iteration for the systems Coinbase's support specialists rely on to serve millions of retail customers
• Drive identification and prioritization of the highest-impact problems in the CX space by partnering with frontline specialists, diagnosing operational pain points, surfacing automation opportunities, and translating them into clear product solutions
• Build AI-integrated features that augment human specialists capabilities, including intelligent case routing, AI-assisted responses, knowledge retrieval, and workflow automation, with the evaluation and human oversight needed to earn trust in AI-driven resolution
• Define and own success metrics across the portfolio (resolution time, CSAT, specialist efficiency, automation rate) and use data to drive prioritization and measure impact
• Execute cross-functional delivery with Design, Data Science, Compliance, and other EAA teams to ensure CX tooling integrates into Coinbase's enterprise platform ecosystem

Requirements:

• 5+ years of product management experience with a track record of shipping impactful internal tools, enterprise platforms, or operational tooling where internal users' work directly impacts external customers
• Demonstrated ability to leverage AI/ML capabilities (NLP, automation, intelligent workflows) to solve real user problems, with experience building or integrating AI-powered tooling into operational platforms
• Experience managing a portfolio of products or features simultaneously, making disciplined prioritization tradeoffs in complex, cross-functional environments
• Proven ability to engage meaningfully with engineers on system design, APIs, and data flows, and to communicate product vision and strategy to stakeholders at all levels including executive leadership
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality