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
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