Senior Product Manager, CX Automation

Senior Product Manager responsible for product strategy and delivery of Coinbase's customer support surfaces, including chat, voice, and proactive signals, with a focus on automation and customer satisfaction.

Location: United States

Salary: $207k–$244k

Responsibilities

• Own the product roadmap and end-to-end delivery for chat, voice, and proactive support surfaces.
• Define how automated and human-assisted interactions flow across channels.
• Drive automation rate and CSAT improvements.
• Identify opportunities to deflect contacts, reach out proactively, and optimize handoff from automated to human-assisted resolution.

Requirements

• 7+ years of product management experience.
• Experience with customer-facing product surfaces and platform/systems work.
• Experience building or scaling AI-powered customer support products.
• Track record of defining and tracking success metrics.
• Ability to work across multiple SaaS platforms and partner with engineering.
• Experience partnering across multiple product groups and stakeholders.
• Utilizes generative AI responsibly.

Benefits

• Base salary
• Equity
• Bonus eligibility
• Medical
• Dental
• Vision
• 401(k)

Additional Information

• Originally posted on Himalayas