Group Product Manager, Customer Engagement & Experience
Core
Lead the Customer Engagement & Experience product team to build and optimize Coinbase's retail customer support ecosystem, balancing AI automation with human concierge services for over 100 million customers.
Role type
Group Product Manager (Customer Support & Experience)
Builds
AI-powered self-service tools, automation workflows, and the Concierge program for high-value customers
Domain
Fintech / Financial Services / Customer Support
Deliverable
production ML models
Required skills
Multi-year product strategy, leading global product teams, AI/LLM product development, data-driven roadmap prioritization, stakeholder influence across engineering and design
Preferred skills
Experience in highly regulated domains, proactive support capability design, churn risk identification
Technologies
LLM-based assistants, agentic workflows, intelligent routing, generative AI
Responsibilities
Own multi-year vision and roadmap for retail support experiences; Drive next-gen AI automation across chat, voice, and social channels; Lead strategic direction for the human-concierge hybrid program; Build proactive support capabilities to detect and resolve issues before contact; Develop and mentor a globally distributed product group
Seniority
Group level, hands-on IC with team leadership
