Senior Product Manager, CX Automation

Role Overview

As a Senior Product Manager (CX Automation) at Coinbase, you will own product strategy and end-to-end delivery for customer-facing support surfaces. Your focus is on increasing automation rates while maintaining high customer satisfaction, across channels such as chat, voice, and proactive signals.

What You’ll Do

• Own the product roadmap and end-to-end delivery for support surfaces (chat, voice, proactive support).
• Define how automated and human-assisted interactions flow across channels to resolve issues quickly and accurately.
• Improve automation rate and CSAT by:
  • Identifying high-impact opportunities to deflect contacts before they become issues
  • Running proactive outreach to customers
  • Optimizing the handoff from automation to human assistance
• Build AI-integrated capabilities by partnering with:
  • Coinbase’s Intelligence team (ML/LLM)
  • 3P AI vendors
  • To deliver intelligent routing, AI-assisted responses, and automation workflows in chat and voice
• Partner with Engineering, CX Operations, Data Science, and Compliance to ensure reliability, scalability, and compliance across jurisdictions.
• Shape business impact via tooling optimization and deprecation, including build-vs.-buy decisions and market scoping for emerging CX automation technologies.
• Execute cross-functional delivery across platform layers (Surfaces, Foundation, Intelligence) to ensure a seamless connected experience for customers and agents.

Required Skills & Experience

• 7+ years of product management experience with depth in both:
  • Customer-facing product surfaces (front-end UX)
  • Platform/systems work (back-end APIs, integrations, data flows)
• Experience building or scaling AI-powered customer support products, including:
  • Automation workflows
  • Intelligent routing
  • Chatbots / LLM-based assistants
  • Across chat, voice, or self-service channels
• Proven ability to define and track success metrics for complex funnels, including:
  • Automation rate
  • CSAT
  • Deflection rate
  • Resolution time
• Experience partnering across multiple SaaS platforms (e.g., Amazon Connect, Sprinklr, Salesforce) and collaborating on architecture, session management, and integrations.
• Ability to influence outcomes in a matrixed environment with multiple stakeholders and without owning end-to-end UX.
• Uses generative AI responsibly, maintaining human oversight and delivering measurable improvements in efficiency, cost, and quality.

Notes on Workplace

• Coinbase is remote-first but not remote-only; expect quarterly in-person working sessions (“surges”).