Senior Product Manager, CX & AI Tooling
Core
Own product strategy and execution for CX and AI tooling that enables Coinbase's support specialists to resolve customer issues quickly and accurately using automation and intelligent routing.
Role type
Senior Product Manager (Internal Operations & AI Tooling)
Builds
AI-powered internal platforms for customer experience specialists
Domain
Fintech / Customer Support Operations / Generative AI
Deliverable
production ML models | product features
Required skills
Product management for internal tools, AI/ML integration (NLP, automation), portfolio management, cross-functional engineering partnership, data-driven prioritization
Preferred skills
Experience with generative AI workflows, human oversight in AI resolution
Technologies
NLP, generative AI, intelligent routing, workflow automation
Responsibilities
Own product roadmap for CX and AI tooling, identify and prioritize high-impact operational problems, build AI-integrated features for case routing and response, partner with CX operations to understand user needs, define and measure success metrics, execute cross-functional delivery with Design, Data Science, and Compliance
Seniority
Senior, hands-on IC