Easy Apply
Easy Apply
Own product strategy and delivery for chat, voice, and proactive support surfaces to maximize automation rates and CSAT. Build AI-integrated capabilities with ML/LLM teams and vendors, partner with Engineering, CX Operations, Data Science, and Compliance on platforms (Amazon Connect, Sprinklr, Salesforce), drive build-vs-buy decisions, and execute cross-functional delivery to optimize customer and agent experiences.
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.
The CX Automation team within Coinbase's Enterprise Applications & Architecture (EAA) org engineers seamless, proactive, and intelligent customer experiences by maximizing automation to resolve service needs and optimizing human-assisted channels for high-value interactions. As a Senior Product Manager, you'll own product strategy and end-to-end delivery for Coinbase's customer-facing support surfaces, including chat, voice, and proactive signals, the channels through which the majority of customer interactions take place. Your work will directly drive the team's goals to maximize automation rates while maintaining high customer satisfaction, shaping how millions of customers experience Coinbase support.
What you'll do:
- Own the product roadmap and end-to-end delivery for chat, voice, and proactive support surfaces, defining how automated and human-assisted interactions flow across channels to resolve customer issues quickly and accurately.
- Drive automation rate and CSAT improvements by identifying the highest-impact opportunities to deflect contacts before they become issues, reach out to customers proactively, and optimize the handoff from automated to human-assisted resolution.
- Build AI-integrated capabilities across support surfaces by partnering with the Intelligence team (ML/LLM) and 3P AI vendors to bring intelligent routing, AI-assisted responses, and automation workflows into chat and voice experiences.
- Partner with Engineering, CX Operations, Data Science, and Compliance to ensure support surfaces built on Amazon Connect, Sprinklr, and internal platforms are reliable, scalable, and compliant across all operating jurisdictions.
- Shape P&L impact through tooling optimization and deprecation, evaluating build-vs.-buy tradeoffs and scoping the market for emerging CX technologies that accelerate automation goals.
- Execute cross-functional delivery across Surfaces, Foundation, and Intelligence platform layers, ensuring the connected experience from proactive signals through chat and voice is seamless for both customers and agents.
Required Skills and Experience:
- 7+ years of product management experience, with demonstrated depth in both customer-facing product surfaces (front-end UX) and platform/systems work (back-end APIs, integrations, data flows) - not exclusively one or the other.
- Experience building or scaling AI-powered customer support products, including automation workflows, intelligent routing, chatbots, or LLM-based assistants across chat, voice, or self-service channels.
- Track record of defining and tracking success metrics across complex funnels (automation rate, CSAT, deflection rate, resolution time) and using data to drive prioritization decisions.
- Demonstrated ability to work across multiple SaaS platforms (e.g., Amazon Connect, Sprinklr, Salesforce) and partner with engineering on session management, integrations, and system architecture.
- Experience partnering across multiple product groups and stakeholders without owning end-to-end UX, with proven ability to influence outcomes and align priorities in a matrixed environment.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Position ID: P77102
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):
$207,485—$244,100 USD
- Application Limit: Candidates may submit a maximum of 4 applications per 30-day 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: By submitting your application, you agree to Arbitration of Disputes.
- AI Disclosure: Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate. Coinbase will not use AI to make decisions impacting employment.
Similar Jobs at Coinbase
.png)
Artificial Intelligence • Blockchain • Fintech • Financial Services • Cryptocurrency • NFT • Web3
Lead a team of product managers to define and execute finance transformation and automation across accounting, treasury, reconciliation, and financial reporting. Drive roadmap, stakeholder alignment with finance and engineering leadership, ensure SOX-compliant change management, and identify AI-driven opportunities for scalable finance infrastructure.
Top Skills:
Crypto Asset TypesFinancial Reporting SystemsGenerative AiOn-Chain Transaction FlowsReconciliation Tooling
Artificial Intelligence • Blockchain • Fintech • Financial Services • Cryptocurrency • NFT • Web3
Lead product vision and multi-year roadmap for Coinbases Compliance Automation platform. Manage PMs to deliver AI/ML-powered sanctions screening, transaction monitoring, suspicious activity detection, and risk-based workflows. Partner with Compliance, Legal, Engineering, and Data Science to scale automation, reduce manual effort and cost, maintain regulatory compliance, and integrate emerging AI technologies.
Top Skills:
Agentic Ai ArchitecturesAi/MlData ScienceGenerative Ai
Artificial Intelligence • Blockchain • Fintech • Financial Services • Cryptocurrency • NFT • Web3
Partner with functional leaders to translate business strategy into people strategy. Own org design, performance management, compensation, talent development, engagement, and retention. Provide coaching on career pathing, change management, and sensitive employee issues. Use people data to generate insights and recommendations, build compliant HR policies, manage global employee relations, and collaborate with People Team COEs to deliver cohesive people programs at scale.
Top Skills:
Generative AiMachine Learning
What you need to know about the Austin Tech Scene
Austin has a diverse and thriving tech ecosystem thanks to home-grown companies like Dell and major campuses for IBM, AMD and Apple. The state’s flagship university, the University of Texas at Austin, is known for its engineering school, and the city is known for its annual South by Southwest tech and media conference. Austin’s tech scene spans many verticals, but it’s particularly known for hardware, including semiconductors, as well as AI, biotechnology and cloud computing. And its food and music scene, low taxes and favorable climate has made the city a destination for tech workers from across the country.
Key Facts About Austin Tech
- Number of Tech Workers: 180,500; 13.7% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Dell, IBM, AMD, Apple, Alphabet
- Key Industries: Artificial intelligence, hardware, cloud computing, software, healthtech
- Funding Landscape: $4.5 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Live Oak Ventures, Austin Ventures, Hinge Capital, Gigafund, KdT Ventures, Next Coast Ventures, Silverton Partners
- Research Centers and Universities: University of Texas, Southwestern University, Texas State University, Center for Complex Quantum Systems, Oden Institute for Computational Engineering and Sciences, Texas Advanced Computing Center
