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CoinbaseGroup Product Manager, Customer Engagement & Experience
Coinbase operates as a remote-first financial technology company with a mission focused on increasing economic freedom globally. The enterprise is currently hiring a Group Product Manager…
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About This Role
Coinbase operates as a remote-first financial technology company with a mission focused on increasing economic freedom globally. The enterprise is currently hiring a Group Product Manager to oversee the Customer Engagement & Experience team within the EE division. In this position, the professional will manage the entire support ecosystem for more than 100 million retail users worldwide. This scope ranges from automated, AI-driven self-help features to social support strategies and…
Job Description
Coinbase operates as a remote-first financial technology company with a mission focused on increasing economic freedom globally. The enterprise is currently hiring a Group Product Manager to oversee the Customer Engagement & Experience team within the EE division. In this position, the professional will manage the entire support ecosystem for more than 100 million retail users worldwide. This scope ranges from automated, AI-driven self-help features to social support strategies and the Concierge service designed for high-value customers. The individual will direct a multidisciplinary group comprising product managers, technical program managers, and designers to create a seamless support journey that balances human interaction with automation.
The role suits an experienced product leader with a strong background in regulated industries and customer support operations who aims to achieve an automation target exceeding 90% while maintaining high quality standards. Team members are expected to collaborate remotely while participating in quarterly in-person work sessions known as surges. Coinbase is an equal opportunity employer that considers all qualified applicants regardless of protected characteristics.
Responsibilities
- Design and execute the multi-year vision, strategy, and roadmap for retail customer support products
- Partner with Engineering, Design, Data, and CX teams to hit organizational automation, quality, and retention goals
- Build next-generation AI-powered self-service and automation tools across chat, voice, social channels, and the Help Center
- Manage the strategic direction of the Concierge program by combining human specialists with AI tooling for high-value clients
- Establish proactive support systems to resolve issues before users reach out and mitigate churn risks
- Lead, develop, and mentor a globally distributed group of product professionals
Requirements
- Over 10 years of product management experience
- Minimum of 5 years shipping customer support, automation, or self-service products in fintech, financial services, or regulated sectors
- At least 5 years leading and growing product management teams, including senior PM management
- Demonstrated track record of launching AI-powered products featuring appropriate governance and controls
- Experience defining measurable metrics such as automation rate, quality, and customer effort scores
Core Skills
Benefits
- Annual base salary ranging from $243,865 to $286,900 USD
- Equity eligibility
- Bonus eligibility
- Medical benefits
- Dental benefits
- Vision benefits
- 401(k) plan
Frequently Asked Questions
What is the location and remote work policy for this role?
This is a remote position at a remote-first company, though employees are expected to gather quarterly for in-person working sessions called surges.
What is the salary range for the Group Product Manager position?
The annual base salary falls between $243,865 and $286,900 USD, excluding equity and bonus eligibility.
How many applications can a candidate submit?
Candidates are permitted to submit a maximum of three applications within a six-month period.
Are there any specific experience requirements for applicants?
Applicants must have over 10 years of product management experience, including at least 5 years building support or automation products in regulated domains and 5 years managing product teams.
Sample Interview Questions
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