Group Product Manager

Group Product Manager

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.

We're looking for a Group Product Manager to lead our Customer Engagement & Experience (CEE) product team, which is responsible for defining and building the retail customer support experience. In this role, you will drive a product group to build self-service and automated support experiences, as well as user journeys that connect customers to chat, email, or voice support lines accessible through our Help Center and Social Platforms. You'll drive the next generation of AI-powered self-service and automation, using both internal technology and third party vendors, with an ambitious goal to automate >

90% of customer contacts while achieving >

95% CSAT across automated and human-handled support contacts. You'll lead a distributed team of product managers, technical program managers, and designers across North America and India, guiding them to define and deliver high-quality, reliable, and intelligent systems that support over 100 million customers worldwide. You'll report to a product leader who leads all Customer Experience (Agent and Customer-facing) tooling and you will collaborate closely with Engineering, Data Science, and CX teams to align on ambitious objectives, define strategy, and drive execution for our customer-facing support technology ecosystem.

What you'll be doing :

• Own all facets of the customer facing support product area from crafting the vision and strategy to executing.
• Define and execute a roadmap for retail customer support experiences, impacting over 100 million customers.
• Communicate the vision and progress for customer support experiences across the company to technical and non-technical leaders with ease via weekly and monthly program updates.
• Investigate and inspect customer user journeys through our self-service and automated support experiences to size opportunities and identify the highest-impact use cases to improve CSAT and increase automation rates.
• Partner with design, engineering, and CX to deliver seamless, user-friendly support experiences that scale globally.
• Develop novel and innovative ideas to improve the customer support experience and drive higher CSAT for our customers.
• Proactively address security, fraud, risk, and compliance considerations while preserving an excellent user experience.
• Partner with Product and Engineering teams owning our internal customer support agent experiences to build clean handoffs and touch points between our customers and human agents.
• Partner with CX to conduct buy vs. build analysis and RFP's on emerging AI capabilities.
• Develop and mentor a globally distributed product group, fostering growth, accountability, and product excellence.

What we look for in you :

Nice to haves :

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 + benefits (including medical, dental, vision and 401(k)).

Pay Range : $205,785$242,100 USD