Coinbase - Senior Product Manager, CX & AI Tooling
Requirements
• 5+ years of product management experience with a track record of shipping impactful internal tools, enterprise platforms, or operational tooling where internal users' work directly impacts external customers. • Demonstrated ability to leverage AI/ML capabilities (NLP, automation, intelligent workflows) to solve real user problems, with experience building or integrating AI-powered tooling into operational platforms. • Experience managing a portfolio of products or features simultaneously, making disciplined prioritization tradeoffs in complex, cross-functional environments. • Proven ability to engage meaningfully with engineers on system design, APIs, and data flows, and to communicate product vision and strategy to stakeholders at all levels including executive leadership. • Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality. • Pay Transparency Notice: Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)). • Pay Transparency Notice: • Annual base salary range (excluding equity and bonus): • $180,370 - $180,370 USD • Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period. • Application Limit:
Responsibilities
• Own the product roadmap for a portfolio of CX and AI tooling, delivering end-to-end across discovery, requirements, launch, measurement, and iteration for the systems Coinbase's support specialists rely on to serve millions of retail customers. • Drive identification and prioritization of the highest-impact problems in the CX space, diagnosing operational pain points, surfacing automation opportunities, and translating them into clear product solutions. • Build AI-integrated features that augment human specialists capabilities — intelligent case routing, AI-assisted responses, knowledge retrieval, and workflow automation — with the evaluation and human oversight needed to earn trust in AI-driven resolution. • Partner with CX Operations, CX Leadership, and frontline specialists to deeply understand user needs, gather feedback, and ensure tools are practical, intuitive, and effective. • Define and own success metrics across the portfolio (resolution time, CSAT, specialist efficiency, automation rate) and use data to drive prioritization and measure impact. • Execute cross-functional delivery with Design, Data Science, Compliance, and other EAA teams to ensure CX tooling integrates seamlessly into Coinbase's broader enterprise platform ecosystem.
Benefits
• Medical Plan, Dental and Vision Plan with generous employee contributions • Health Savings Account with company contributions each pay period • Disability and Life Insurance • 401(k) plan with company match • Wellness Stipend • Mobile/Internet Reimbursement • Volunteer Time Off • Fertility Counseling and Benefits • Generous Time off/Leave Policy • The option of getting paid in digital currency
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