Coinbase

1 month ago

Senior Product Manager, CX & AI Tooling

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Own the roadmap for CX and AI tooling that helps Coinbase support specialists resolve millions of retail customer issues faster and with greater empathy. Partner with frontline teams to identify high-impact CX problems and automate workflows using AI-assisted responses, intelligent case routing, knowledge retrieval, and human oversight. Define success metrics like resolution time, CSAT, specialist efficiency, and automation rate, and drive cross-functional delivery across Design, Data Science, Compliance, and EAA teams.

Location: Charlotte

Workplace: Remote

Employment Type: Full time

Job Function: Product Management

Seniority: Sr. Manager level

Key Responsibilities

•Own the product roadmap for a portfolio of CX and AI tooling from discovery through requirements, launch, measurement, and iteration.
•Identify and prioritize the highest-impact CX problems by partnering with frontline specialists and translating pain points into product solutions.
•Build AI-integrated features such as intelligent case routing, AI-assisted responses, knowledge retrieval, and workflow automation with evaluation and human oversight.
•Define and track success metrics across the portfolio (resolution time, CSAT, specialist efficiency, automation rate) and use data to drive prioritization.
•Execute cross-functional delivery with Design, Data Science, Compliance, and other EAA teams to ensure CX tooling integrates into Coinbase’s enterprise platform ecosystem.

Pay and Benefits

Salary: USD 180,370 annually

Perks:MedicalDentalVision401k

Key Requirements

•5+ years of product management experience shipping impactful internal or enterprise/operational tooling that directly impacts external customers.
•Experience leveraging AI/ML capabilities (including NLP, automation, and intelligent workflows) to solve real user problems in operational platforms.
•Ability to manage a portfolio of products or features concurrently and make prioritization tradeoffs in complex cross-functional environments.
•Experience partnering with engineers on system design, APIs, and data flows, and communicating product strategy and vision to stakeholders up to executive leadership.
•Responsible use of generative AI with human oversight to deliver business-ready outputs and measurable improvements in efficiency, cost, and quality.

Experience:5+ yearsAI/MLEnterprise platformsOperational toolingCustomer support

Skills:PrioritizationCross-functional communicationStakeholder managementResponsible AI usageHuman oversight

Languages:English

Tech Stack:AI/MLNLPAutomationIntelligent workflowsAPIsData flowsGenerative AI

Company Brief

Coinbase

Operates a cryptocurrency exchange and financial services platform that enables buying, selling, storing, and earning crypto assets, institutional trading, custody, and developer tools for blockchain applications.

Industry: Trading Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2012

Website LinkedIn

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Coinbase

1 month ago

Senior Product Manager, CX & AI Tooling

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Location: Charlotte

Workplace: Remote

Employment Type: Full time

Job Function: Product Management

Seniority: Sr. Manager level

Key Responsibilities

•Own the product roadmap for a portfolio of CX and AI tooling from discovery through requirements, launch, measurement, and iteration.
•Identify and prioritize the highest-impact CX problems by partnering with frontline specialists and translating pain points into product solutions.
•Build AI-integrated features such as intelligent case routing, AI-assisted responses, knowledge retrieval, and workflow automation with evaluation and human oversight.
•Define and track success metrics across the portfolio (resolution time, CSAT, specialist efficiency, automation rate) and use data to drive prioritization.
•Execute cross-functional delivery with Design, Data Science, Compliance, and other EAA teams to ensure CX tooling integrates into Coinbase’s enterprise platform ecosystem.

Pay and Benefits

Salary: USD 180,370 annually

Perks:MedicalDentalVision401k

Key Requirements

•5+ years of product management experience shipping impactful internal or enterprise/operational tooling that directly impacts external customers.
•Experience leveraging AI/ML capabilities (including NLP, automation, and intelligent workflows) to solve real user problems in operational platforms.
•Ability to manage a portfolio of products or features concurrently and make prioritization tradeoffs in complex cross-functional environments.
•Experience partnering with engineers on system design, APIs, and data flows, and communicating product strategy and vision to stakeholders up to executive leadership.
•Responsible use of generative AI with human oversight to deliver business-ready outputs and measurable improvements in efficiency, cost, and quality.

Experience:5+ yearsAI/MLEnterprise platformsOperational toolingCustomer support

Skills:PrioritizationCross-functional communicationStakeholder managementResponsible AI usageHuman oversight

Languages:English

Tech Stack:AI/MLNLPAutomationIntelligent workflowsAPIsData flowsGenerative AI

Company Brief

Coinbase

Industry: Trading Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2012

Website LinkedIn