Senior Product Manager, Coinbase
CX Automation
$207.5-244.1k
Digital currency exchange
Open for applications
Digital currency exchange
1001+ employees
Open for applications
$207.5-244.1k
1001+ employees
Company mission
To increase economic freedom for more than 1 billion people.
Role
Who you are
- 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
What the job involves
- 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 Staff 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
- 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
Our take
Coinbase has built a reputation as one of the most accessible entry points into the world of cryptocurrency. With features like crypto wallets, direct bank account linking, and merchant payment tools, it's helping bring crypto into the mainstream. But the company isn't just relying on its early success, it's evolving fast to stay relevant in a rapidly changing market.
For example, its doubled down on institutional clients, now serving as the custodian for the majority of approved Bitcoin and Ethereum ETFs. Its Prime platform also offers a full suite of services for hedge funds, asset managers, and financial institutions. As demand for regulated crypto products rise globally (particularly in Asia), Coinbase is ready to expand.
Its also making moves to engage with younger audiences, by partnering with Riot Games to sponsor global eSports events for League of Legends and Valorant. This partnership highlights Coinbase's strategy to integrate Web 3.0 technologies into mainstream entertainment, aiming to bridge the gap between gaming and cryptocurrency for a new generation of users.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-24% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Oct 2018
$300m
GROWTH EQUITY VC
Aug 2017
$108.1m
SERIES D
Total funding: $528.5m
Leadership
Brian Armstrong
(Co-Founder & CEO)Previously founded UniversityTutor.com, also worked as a Software Engineer at AirBnb
Alessia Haas
(CFO)Previously held various head positions, including VP at GE Healthcare, Director at Merrill Lynch and CFO at CIT Bank and Oz Management
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