Senior Product Manager - Customer Experience

Are you enthusiastic about driving change in the world of cryptocurrency and blockchain technology? At Coinbase, we are committed to enhancing global economic freedom, and we are looking for passionate individuals like you to help redefine the future of finance. We are on the hunt for a Senior Product Manager to guide our Customer Engagement & Experience (CEE) product team. This role is pivotal in designing and refining the retail customer support experience, while creating innovative self-service and automated support interactions, and mapping user journeys to seamlessly connect customers with various support channels. Utilizing advanced AI technology, you will aim to automate over 90% of customer interactions while achieving a customer satisfaction rate exceeding 95%. Join a group of talented professionals and lead a diverse team of product managers, technical program managers, and designers across North America and India. Key Responsibilities: Manage the comprehensive customer-facing support product area, from strategic vision to execution, impacting over 100 million customers. Develop and implement a forward-thinking roadmap for retail customer support experiences. Effectively communicate the vision and updates of customer support initiatives to all levels of the organization. Analyze customer journeys within self-service and automated support systems to pinpoint enhancement opportunities. Collaborate closely with design, engineering, and customer experience teams to foster user-friendly global support experiences. Propose groundbreaking ideas to elevate customer support and increase satisfaction rates. Address security, fraud, risk, and compliance aspects while ensuring an exceptional user experience. Facilitate effective communication between customers and support agents in collaboration with Product and Engineering teams. Assess emerging AI capabilities through collective analysis and innovative proposals. Mentor a globally distributed product team, nurturing growth, accountability, and excellence. Qualifications: 10+ years of Product Management experience with a proven track record of launching successful global consumer products. 5+ years of successful product launches in fintech, DeFi, or related industries. 5+ years of leadership experience in managing Product Management teams. Strong ability to create product vision and execute with a focus on measurable results. A relentless pursuit of intuitive, trustworthy, and scalable customer support experiences. Excellent cross-functional leadership capabilities, able to unite diverse stakeholders around common objectives. Solid analytical skills, adept at extracting insights from complex datasets. Experience with AI-driven customer support solutions, including chatbots and automation workflows. A curiosity for researching and implementing new technologies and vendor solutions. Exceptional written and verbal communication skills. Able to thrive and deliver results under pressure. Preferred Qualifications: Experience in fintech, payments, or the cryptocurrency sector. Experience in highly regulated environments, such as finance or banking. ID: P72918 Pay Transparency Notice: The target annual salary for this position is between $205,785 and $242,100 USD. Full-time offers from Coinbase also include bonus eligibility, equity opportunities, and comprehensive benefits, including medical, dental, vision, and 401(k). Commitment to Equal Opportunity: Coinbase is an Equal Opportunity Employer. All qualified applicants will be considered without regard to race, color, religion, gender, national origin, age, disability, veteran status, sexual orientation, or any other protected factor. We also welcome qualified applicants with criminal histories in compliance with applicable law. Coinbase provides reasonable accommodations for individuals with disabilities during the application process. If you require assistance, please reach out to discuss your needs. The Global Data Privacy Notice for Job Candidates outlines our management of candidate data. By submitting your application, you consent to our data processing practices. AI Disclosure: Certain roles at Coinbase are piloting an AI-based tool for initial screening interviews. This tool engages candidates in realistic scenarios, with human recruiters reviewing responses. These AI technologies are for testing purposes only and will not affect employment decisions.

Created: 2026-03-04