Group Product Manager (Customer Engagement & Experience)

Join Coinbase as a Group Product Manager for Customer Engagement & Experience. In this role, you will lead the CEE product team, overseeing the full support ecosystem for over 100 million customers worldwide. You will drive the next generation of AI-powered self-service and automation, own the strategic direction for the Concierge program, and build proactive support capabilities. You will also develop and mentor a globally distributed product group, ensuring high-quality outcomes across everything the team ships.

• Diriger l'équipe produit pour définir et construire les expériences de support client de détail de Coinbase, en possédant l'écosystème de support complet.
• Établir la vision, la stratégie et la feuille de route pour les expériences de support client de détail de Coinbase, en alignant les équipes d'ingénierie, de conception, de données et d'expérience client.
• Développer et encadrer une équipe de gestion de produit distribuée à l'échelle mondiale, en maintenant un niveau de qualité extrêmement élevé pour l'artisanat, l'excellence opérationnelle et les résultats pour les clients.

• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality
• 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
• 5+ years leading and developing product management teams, including managing senior PMs and operating through influence across large, cross-functional organizations
• 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
• 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
• Demonstrated experience delivering AI-powered products (e.g., LLM-based assistants, agentic workflows, intelligent routing, or automation) with appropriate controls, evaluation, and governance