Coinbase - Staff Product Manager, CX Automation
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Requirements
• 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.
Responsibilities
• 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.
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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