Group Product Manager, Customer Engagement & Experience

📋 Description

• Own the multi-year vision, strategy, and roadmap for Coinbase's retail customer support
• Drive the next generation of AI-powered self-service and automation across Coinbase product
• Own the strategic direction for the Concierge program, pairing dedicated human concierges with
• Build proactive support capabilities that detect and resolve issues before customers contact us
• Develop and mentor a globally distributed product group, holding an extremely high quality bar for

🎯 Requirements

• 10+ years of product management experience, with 5+ years shipping customer-facing support
• 5+ years leading and developing product management teams, including managing senior PMs and
• Demonstrated experience delivering AI-powered products (e.g., LLM-based assistants, agentic
• Proven ability to define measurable outcomes (automation rate, product and support quality
• Leverages AI to accelerate output, efficiency, and quality of the product group in addition to
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs

🎁 Benefits

• Medical, dental, vision, 401(k) benefits
• Equity and bonus eligibility
• Base salary range: $243,865 - $286,900 USD