Senior Product Manager, CX Automation

Role Overview

As a Senior Product Manager, you'll own product strategy and end-to-end delivery for Coinbase's customer-facing support surfaces, including chat, voice, and proactive signals. Your work will drive the team's goals to maximize automation rates while maintaining high customer satisfaction, shaping how millions of customers experience Coinbase support.

What You Will Do

Own the product roadmap and end-to-end delivery for chat, voice, and proactive support surfaces, defining how automated and human-assisted interactions flow across channels to resolve customer issues quickly and accurately. Drive automation rate and CSAT improvements by identifying the highest-impact opportunities to deflect contacts before they become issues, reach out to customers proactively, and optimize the handoff from automated to human-assisted resolution.

Why It Might Be a Fit

This role requires 7+ years of product management experience, with demonstrated depth in both customer-facing product surfaces and platform/systems work. You should have experience building or scaling AI-powered customer support products, including automation workflows, intelligent routing, chatbots, or LLM-based assistants across chat, voice, or self-service channels.

Requirements

• 7+ years of product management experience
• Demonstrated depth in both 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 across complex funnels
• 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)

Originally posted on Himalayas