Greenhouse ·
full-timeGroup Product Manager, Customer Engagement & Experience
Coinbase · Remote - USA
Coinbase is a company operating in the cryptocurrency and financial services sector, focused on increasing economic freedom through its global platform. As a Group Product Manager for Customer Engagement & Experience, you will lead the strategy and execution for the company's retail customer support ecosystem, which serves over 100 million users. Your day-to-day responsibilities involve managing a cross-functional team of product managers, designers, and technical program managers to build and refine AI-powered self-service tools, automation workflows, and the high-touch Concierge program. You will be responsible for balancing automated resolutions with human support, with a strategic goal of automating a significant majority of customer interactions while maintaining high quality standards. This role requires defining multi-year product roadmaps, integrating AI and LLM-based solutions into support surfaces, and ensuring proactive issue resolution. The position is well-suited for an experienced product leader with over a decade of experience, specifically someone who has successfully scaled customer-facing support or automation products within regulated fintech or financial services environments. You must have a proven track record of managing senior product teams and leveraging data to drive retention and operational efficiency.
Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase . We're hiring a Group Product Manager to lead the Customer Engagement & Experience (CEE) product team within our EE organization, which defines and builds Coinbase's retail customer support experiences. You'll own the full support ecosystem serving over 100 million customers worldwide, from AI-powered self-service and automation to the Concierge program for our highest-value customers, and the social support strategy that meets customers where they are. You'll lead a team of product managers, technical program managers, and designers to deliver a cohesive experience that balances automation with human support, with the ambition to automate more than 90% of customer contacts while maximizing quality across every support surface and interaction. What you'll do: 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. Required Skills and Experience: 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. Pay Transparency Notice: Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)). Annual base salary range (excluding equity and bonus): $243,865 — $286,900 USD Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period. Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws. US Applicants: View Employee Rights , Know Your Rights , and E-Verify Notice of Participation. Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial . Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice . US applicants: B
| Role | Group Product Manager, Customer Engagement & Experience |
|---|---|
| Company | Coinbase |
| Location | Remote - USA |
| Type | full-time |
| Compensation | Not disclosed |
| Posted | 2026-10-01 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
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