集团产品经理，客户参与与体验
Group Product Manager, Customer Engagement & Experience
正在寻找职业生涯中最有影响力的工作？在Coinbase，我们对增加经济自由的使命毫不妥协。标准很高，环境紧张，我们喜欢这样。这不是一个安于现状的地方，而是一个能让你突破自我认知极限的地方。如果你准备好与那些不愿满足于“足够好”的人一起打造金融的未来，那你在这里。Coinbase是一家以远程办公为主，但并非完全远程的公司。你将每季度参加一次高强度的线下工作会，称为“冲刺”。了解更多关于在Coinbase工作的信息。
我们正在招聘一名产品经理，负责领导EE组织内的客户参与与体验（CEE）产品团队，该团队定义并构建Coinbase的零售客户支持体验。你将负责服务全球1亿多名客户的完整支持生态系统，从AI驱动的自助服务和自动化，到为高价值客户提供礼宾服务计划，以及满足客户需求的社交支持策略。你将带领一支由产品经理、技术项目经理和设计师组成的小队，提供兼顾自动化与人工支持的一致体验，目标是将超过90%的客户咨询自动化，同时在每个支持界面和互动中最大化质量。
你将负责：
- 负责Coinbase零售客户支持体验的多年愿景、策略和路线图，推动工程、设计、数据和客户体验团队围绕与公司级自动化、质量和留存率目标相关的雄心勃勃的目标协作。
- 推动Coinbase产品界面、帮助中心以及聊天、语音和社交渠道的下一代AI驱动的自助服务和自动化，建立AI代理与人工专家之间的清晰交接，确保客户在正确的时间获得正确的帮助。
- 负责礼宾服务计划的战略方向，将专门的人工礼宾人员与AI驱动的工具结合，为我们的高价值客户提供基于关系的支持体验，建立信任并加深客户参与度。
- 构建主动支持能力，提前检测并解决问题，识别流失风险和参与机会，并将公开的社交支持时刻转化为建立信任的体验。
- 培养并指导一个全球分布的产品团队，对工艺质量、运营卓越性和客户成果保持极高的标准
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Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.
We're hiring a Group Product Manager to lead the Customer Engagement & Experience (CEE) product team within our EE organization, which defines and builds Coinbase's retail customer support experiences. You'll own the full support ecosystem serving over 100 million customers worldwide, from AI-powered self-service and automation to the Concierge program for our highest-value customers, and the social support strategy that meets customers where they are. You'll lead a team of product managers, technical program managers, and designers to deliver a cohesive experience that balances automation with human support, with the ambition to automate more than 90% of customer contacts while maximizing quality across every support surface and interaction.
What you'll do:
- Own the multi-year vision, strategy, and roadmap for Coinbase's retail customer support experiences, aligning Engineering, Design, Data, and CX behind ambitious goals tied to company-level automation, quality, and retention outcomes.
- Drive the next generation of AI-powered self-service and automation across Coinbase product surfaces, the Help Center, and chat, voice, and social channels, building clean handoffs between AI agents and human specialists so customers get the right help in the right moment.
- Own the strategic direction for the Concierge program, pairing dedicated human concierges with AI-powered tooling to deliver a relationship-based support experience that builds trust and deepens engagement with our most valuable customers.
- Build proactive support capabilities that detect and resolve issues before customers contact us, identify churn risks and engagement opportunities, and turn public social support moments into trust-building experiences.
- Develop and mentor a globally distributed product group, holding an extremely high quality bar for craft, operational excellence, and customer outcomes across everything the team ships.
Required Skills and Experience:
- 10+ years of product management experience, with 5+ years shipping customer-facing support, self-service, or automation products in fintech, financial services, or similarly regulated domains at global scale.
- 5+ years leading and developing product management teams, including managing senior PMs and operating through influence across large, cross-functional organizations.
- Demonstrated experience delivering AI-powered products (e.g., LLM-based assistants, agentic workflows, intelligent routing, or automation) with appropriate controls, evaluation, and governance.
- Proven ability to define measurable outcomes (automation rate, product and support quality, customer effort scores, retention), instrument product surfaces, and use data to drive roadmap prioritization across a multi-team portfolio.
- Leverages AI to accelerate output, efficiency, and quality of the product group in addition to identifying priorities and tradeoff opportunities across a diverse portfolio of product investments.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Pay Transparency Notice: Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).
Annual base salary range (excluding equity and bonus):
$243,865—$286,900 USD
- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
- Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
- US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.