The opportunity
Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom.
What you'll do
Own the product roadmap for a portfolio of CX and AI tooling, delivering: end-to-end across discovery, requirements, launch, measurement, and iteration for the systems Coinbase's support specialists rely on to serve millions of retail customers.
Drive identification and prioritization of the highest-impact problems in the: CX space by partnering with frontline specialists, diagnosing operational pain points, surfacing automation opportunities, and translating them into clear product solutions.
Build AI-integrated features that augment human specialists capabilities,: including intelligent case routing, AI-assisted responses, knowledge retrieval, and workflow automation, with the evaluation and human oversight needed to earn trust in AI-driven resolution.
Define and own success metrics across the portfolio (resolution time, CSAT,: specialist efficiency, automation rate) and use data to drive prioritization and measure impact.
Execute cross-functional delivery with Design, Data Science, Compliance, and: other EAA teams to ensure CX tooling integrates into Coinbase's enterprise platform ecosystem.
+ years of product management experience with a track record of shipping: impactful internal tools, enterprise platforms, or operational tooling where internal users' work directly impacts external customers.
What they're looking for
- Demonstrated ability to leverage AI/ML capabilities (NLP, automation,: intelligent workflows) to solve real user problems, with experience building or integrating AI-powered tooling into operational platforms.
- Experience managing a portfolio of products or features simultaneously,: making disciplined prioritization tradeoffs in complex, cross-functional environments.
- Proven ability to engage meaningfully with engineers on system design, APIs,: and data flows, and to communicate product vision and strategy to stakeholders at all levels including executive leadership.
- Utilizes generative AI responsibly, maintaining human oversight to deliver: business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
