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Define and execute the multi‑year vision, strategy, and roadmap for Coinbase’s retail customer support ecosystem, including AI‑powered self‑service, the Concierge program, and proactive support, while leading a distributed team of PMs, TPMs, and designers.
10+ years of product management experience (5+ years shipping customer‑facing support or automation in fintech or regulated domains) and 5+ years of leading product teams, with a proven track record delivering AI‑driven products and data‑backed outcomes.
The role shapes the experience for over 100 million global users, aiming to automate >90% of contacts while maintaining high quality, driving retention, trust, and the company’s mission of economic freedom.
A senior product leader who thrives in high‑impact, fast‑paced environments, is comfortable with AI and large‑scale fintech products, and excels at building and mentoring high‑performing, globally distributed teams.
Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.
We're hiring a Group Product Manager to lead the Customer Engagement & Experience (CEE) product team within our EE organization, which defines and builds Coinbase's retail customer support experiences. You'll own the full support ecosystem serving over 100 million customers worldwide, from AI-powered self-service and automation to the Concierge program for our highest-value customers, and the social support strategy that meets customers where they are. You'll lead a team of product managers, technical program managers, and designers to deliver a cohesive experience that balances automation with human support, with the ambition to automate more than 90% of customer contacts while maximizing quality across every support surface and interaction.
Pay Transparency Notice: Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).
Coinbase
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