Group Product Manager - Support Automation

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

What you’ll be doing (ie. job duties) :

Group Product Manager (L7) and all of the associated expectations

You will be responsible for fully-automating Coinbase’s customer support with extremely high quality and customer satisfaction (i.e. CSAT)

This is inclusive of Coinbase’s entire suite of support-related products :

Help Center

Chatbot

In-product guidance and support (e.g. ‘cards’ within the Retail app that guide customers when they need help)

Issue prediction : Detecting and resolving a potential issue for a customer before it becomes a real issue

AI-driven assistive tooling for CX agents (you will not own all agent tooling, but you will provide AI-driven tooling which can guide them re : what to say, how to best assist the customer, etc.); this is a different flavor of Chatbot (i.e. akin to an agent-facing Chatbot)

You will partner closely with CX, including senior leadership, to land massive impact company-wide

What we look for in you (ie. job requirements) :

• To be completed by all business teams except Eng.

8+ years of product management experience

5 years of experience taking products from conception to launch

Experience working with, balancing needs, and maintaining strong relationships across a wide variety of stakeholders

Experience navigating and influencing senior leadership across multiple functions

Demonstrated ability in working with a high degree of business and technical complexity across a broad product portfolio

Demonstrated ability to ship a holistic product experience without “shipping the org chart”

Aptitude for learning and ability to ramp quickly on new and potentially complicated domains

Demonstrated passion for cryptocurrency, financial markets, and the Coinbase mission

Demonstrated technical aptitude (via degree or prior experience in a technical role).

Must have experience in CX, AI / ML, and ideally automation-related work

Must have experience leading critical and challenging company-wide efforts

An ideal candidate is someone who has done this same job at a scaled B2C company (Uber, DoorDash, etc.)

Nice to haves :

ID : GPPM07US

Pay Transparency Notice : Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include bonus eligibility + equity eligibility

Pay Range :

$243,865—$286,900 USD

Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.

Commitment to Equal Opportunity

Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).

Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.

AI Disclosure

For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and / or transcript, to assess them against the qualifications and characteristics outlined in the job description.

For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.

The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment . To request a reasonable accommodation due to disability, please contact accommodations[at]coinbase.com