Group Product Manager, Customer Engagement – Experience

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $243.9k - $286.9k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Coinbase

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

💼 Consulting

₿ Crypto

💸 Finance

💰 $21.4M Post-IPO Equity on 2022-11

Consulting • Crypto • Finance

Coinbase is a leading cryptocurrency exchange platform that allows individuals and institutions to buy, sell, and trade various crypto assets such as Bitcoin and Ethereum. The company offers advanced trading tools, institutional solutions, and a self-hosted wallet for storing and managing cryptocurrencies. With a strong focus on security and transparency, Coinbase provides a trusted platform used by millions globally. It supports various features including staking, earning rewards, and spending crypto through their cards. Additionally, Coinbase provides developer tools and APIs for building onchain applications, making it a comprehensive hub for engaging in the crypto economy.

📋 Description

• Own the multi-year vision, strategy, and roadmap for Coinbase's retail customer support experiences • Align Engineering, Design, Data, and CX behind goals tied to automation, quality, and retention outcomes • Drive AI-powered self-service and automation across product surfaces, the Help Center, and chat, voice, and social channels • Build clean handoffs between AI agents and human specialists • Own the strategic direction for the Concierge program • Build proactive support capabilities that detect and resolve issues before customers contact support • Identify churn risks and engagement opportunities • Turn public social support moments into trust-building experiences • Develop and mentor a globally distributed product group • Maintain a high quality bar for craft, operational excellence, and customer outcomes

🎯 Requirements

• 10+ years of product management experience • 5+ years shipping customer-facing support, self-service, or automation products in fintech, financial services, or similarly regulated domains at global scale • 5+ years leading and developing product management teams, including managing senior PMs and operating through influence across large, cross-functional organizations • Demonstrated experience delivering AI-powered products, such as LLM-based assistants, agentic workflows, intelligent routing, or automation, with appropriate controls, evaluation, and governance • Proven ability to define measurable outcomes, instrument product surfaces, and use data to drive roadmap prioritization across a multi-team portfolio • Experience leveraging AI to accelerate output, efficiency, and quality of the product group • Responsible use of generative AI with human oversight • Ability to work in the United States

🏖️ Benefits

• Equity eligibility • Bonus eligibility • Medical insurance • Dental insurance • Vision insurance • 401(k) • Quarterly in-person working sessions called “surges”