Group Product Manager, Customer Engagement & Experience

Coinbase is a company focused on increasing economic freedom and building the future of finance. The Group Product Manager will lead the Customer Engagement & Experience product team and own Coinbase’s retail customer support ecosystem, including AI-powered self-service, automation, Concierge, and social support. The role will manage product leaders and drive customer support quality, automation, retention, and engagement outcomes.

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

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