Staff Product Manager, CX Automation
Core
Own product strategy and end-to-end delivery for chat, voice, and proactive support surfaces to maximize automation rates while maintaining high customer satisfaction for millions of Coinbase users.
Role type
Staff Product Manager (CX Automation)
Builds
Automated and human-assisted customer support experiences across chat and voice channels
Domain
Fintech / Customer Experience Automation
Deliverable
product features
Required skills
Product roadmap ownership, AI-powered support product scaling, complex funnel metrics analysis, cross-functional stakeholder influence, responsible generative AI utilization
Preferred skills
None stated
Technologies
Amazon Connect, Sprinklr, LLMs
Responsibilities
Define how automated and human-assisted interactions flow across channels, identify opportunities to deflect contacts before they become issues, partner with Intelligence teams to integrate AI capabilities, ensure support surfaces are reliable and compliant, evaluate build-vs-buy tradeoffs for CX tooling
Seniority
Staff, hands-on IC