Job Details

Are you ready to push your limits and make a significant impact?

At Coinbase, we are on a mission to enhance economic freedom worldwide. This ambitious goal requires the utmost dedication as we construct the next-generation onchain platform and reshape the global financial landscape.

We are searching for a passionate individual who believes in the transformative power of crypto and blockchain technology. If you are excited about leaving a legacy and thrive in high-pressure environments working with exceptional colleagues, we want to hear from you. You should be someone who embraces challenges and actively seeks feedback for continuous improvement.

Our work culture is intense, making it vital for candidates to understand its demands. If you're eager to collaborate and excel alongside others at the top of their fields, this is the perfect opportunity for you.

Although many roles at Coinbase offer remote flexibility, in-person participation is essential throughout the year. We hold team and company-wide gatherings multiple times a year to strengthen collaboration and alignment; your presence at these events is expected and fully encouraged.

We are looking for a Senior Group Product Manager to lead our Customer Engagement & Experience (CEE) product team. This team is dedicated to defining and enhancing the retail customer support experience. You will spearhead a product group that develops self-service and automated support experiences, along with user journeys that connect customers to various support channels through our Help Center and Social Platforms. Your goal will be to leverage cutting-edge AI technology for self-service automation, aiming to automate over 90% of customer contacts while achieving a customer satisfaction rate exceeding 95% across both automated and human-assisted interactions.

In this role, you will manage a distributed team of product managers, technical program managers, and designers located in North America and India. You will guide them in defining and delivering high-quality, reliable, and intelligent systems that serve over 100 million customers globally. You will report to a product leader overseeing all Customer Experience tooling and collaborate closely with Engineering, Data Science, and CX teams to set ambitious objectives, define strategies, and drive execution for our customer-facing support technology ecosystem.

Key Responsibilities:

• Oversee all aspects of the customer-facing support product area, from vision to execution.

• Develop and implement a strategic roadmap for retail customer support experiences, impacting over 100 million customers.

• Effectively communicate the vision and progress of customer support initiatives across various levels of the organization through regular updates.

• Analyze customer journeys through self-service and automated support systems to identify opportunities for improvement in customer satisfaction and automation rates.

• Collaborate with design, engineering, and CX teams to create seamless, user-friendly support experiences that scale globally.

• Propose innovative concepts to enhance customer support and drive higher satisfaction rates.

• Address security, fraud, risk, and compliance issues while maintaining an outstanding user experience.

• Work alongside Product and Engineering teams to ensure smooth communication between customers and support agents.

• Collaborate with CX to evaluate emerging AI capabilities through buy vs. build analysis and Requests for Proposals.

• Cultivate and mentor a globally distributed product group, encouraging growth, accountability, and excellence.

Qualifications:

• 10+ years of Product Management experience with a proven record of delivering consumer products on a global scale.

• 5+ years of experience launching successful products in fintech, DeFi, or related complex fields.

• 5+ years of experience in leading and developing Product Management teams.

• Demonstrated product vision and execution abilities, transforming ideas into impactful features with measurable outcomes.

• A relentless focus on creating intuitive, trustworthy, and scalable customer support experiences.

• Strong cross-functional leadership skills, capable of uniting diverse stakeholders around a common vision.

• Solid analytical abilities, adept at market sizing, opportunity assessment, and deriving actionable insights from complex data.

• Proven experience in driving AI-powered customer support solutions, such as chatbots and automation workflows.

• An insatiable curiosity for researching, experimenting, and adapting new technologies and vendors.

• Exceptional written and verbal communication skills.

• Adept at thriving and delivering under pressure.

Preferred Qualifications:

• Experience in the fintech, payments, or crypto industries.

• Experience in a high-compliance or regulated environment, such as finance or banking.

ID: P72918

Pay Transparency Notice: The target annual salary for this position will range between $205,785 and $242,100 USD. Full time offers from Coinbase also include bonus eligibility, equity opportunities, and comprehensive benefits, including medical, dental, vision, and 401(k).

Commitment to Equal Opportunity: Coinbase is an Equal Opportunity Employer. All qualified applicants will be given consideration for employment without regard to race, color, religion, gender, national origin, age, disability, veteran status, sexual orientation, or any other factor protected by law. We also consider qualified applicants with criminal histories in compliance with applicable law.

In addition, Coinbase provides reasonable accommodations for individuals with disabilities during the application process. If you need an accommodation, please contact us to discuss your request.

Global Data Privacy Notice for Job Candidates and Applicants outlines how we manage candidate data. By submitting your application, you are consenting to our data processing practices.

AI Disclosure: For certain roles, Coinbase is piloting an AI-based tool for initial screening interviews. This tool engages with candidates in realistic interview scenarios, with a human recruiter reviewing responses carefully. These AI technologies are for testing purposes only and will not influence employment decisions.