Product Manager II, CX & AI Tooling

📋 Description

• Own CX and AI tooling roadmap across discovery to launch and iteration.
• Drive prioritization of high-impact CX problems and automation opportunities.
• Build AI-enabled features: routing, AI responses, knowledge retrieval, automation.
• Partner with CX Ops, Leadership, and frontline teams to gather needs and feedback.
• Define success metrics (resolution time, CSAT, efficiency) and drive prioritization.
• Ensure CX tooling integrates with Coinbase's enterprise platform ecosystem.

🎯 Requirements

• 5+ years product management experience shipping internal tools or enterprise platforms.
• Experience leveraging AI/ML (NLP, automation, intelligent workflows) in tooling.
• Experience managing multiple products/features with cross-functional prioritization.
• Collaborate with engineers on APIs and data flows; communicate roadmap.
• Use generative AI responsibly with human oversight to improve workflows.

🎁 Benefits

• Remote-friendly culture with quarterly in-person surges.
• Relocation assistance available.
• Health, dental, vision, and 401(k) benefits.
• Equal Opportunity Employer; commitment to non-discrimination.