Group Product Manager, Customer Engagement & Experience

Responsibilities

• Own the multi-year vision, strategy, and roadmap for Coinbase's retail customer support experiences, aligning Engineering
• Design, Data, and CX behind ambitious goals tied to company-level automation, quality, and retention outcomes.
• Drive the next generation of AI-powered self-service and automation across Coinbase product surfaces, the Help Center, and chat, voice, and social channels, building clean handoffs between AI agents and human specialists so customers get the right help in the right moment.
• Own the strategic direction for the Concierge program, pairing dedicated human concierges with AI-powered tooling to deliver a relationship-based support experience that builds trust and deepens engagement with our most valuable customers.
• Build proactive support capabilities that detect and resolve issues before customers contact us, identify churn risks and engagement opportunities, and turn public social support moments into trust-building experiences.
• Develop and mentor a globally distributed product group, holding an extremely high quality bar for craft, operational excellence, and customer outcomes across everything the team ships.

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