Group Product Manager

Position Overview

At Coinbase, our mission is to increase economic freedom around the world. We are seeking a Group Product Manager to lead our Customer Engagement & Experience (CEE) product team. In this role, you will define and build innovative self-service and automated support experiences for over 100 million retail customers globally. Working in a dynamic, in-person environment alongside high-caliber colleagues, you will drive bold vision and collaborate across design, engineering, data science, and customer experience teams.

Key Responsibilities

• 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 via regular updates.
• Investigate customer user journeys through self-service and automated support to identify high-impact opportunities to improve CSAT and automation rates.
• Partner with design, engineering, and CX teams to deliver seamless, scalable support experiences.
• Develop innovative ideas to enhance the customer support experience and drive higher CSAT.
• Proactively address security, fraud, risk, and compliance considerations while maintaining an excellent user experience.
• Collaborate with internal teams to ensure smooth handoffs between automated systems and human agents.
• Conduct buy vs. build analysis and RFPs on emerging AI capabilities.
• Develop and mentor a globally distributed product group, fostering growth, accountability, and product excellence.

Required Qualifications

• 10+ years of Product Management experience with a proven track record of shipping consumer products at scale.
• 5+ years of experience launching successful products in fintech, DeFi, or similarly complex domains.
• 5+ years of experience leading and developing Product Management teams.
• Proven ability to translate bold ideas into delightful, impactful features with measurable results.
• A relentless focus on creating intuitive, trustworthy, and scalable payment experiences.
• Strong cross-functional leadership skills, with the ability to align diverse stakeholders.
• Excellent analytical skills, adept at market sizing, opportunity assessment, and translating data into actionable insights.
• Experience driving AI-powered customer support solutions such as chatbots, LLM-based assistants, or automation workflows.
• Demonstrated unlimited curiosity with a proactive approach to researching and adapting new technologies.
• Outstanding written and verbal communication skills, with the ability to thrive under pressure.

Preferred Qualifications

• Experience in fintech, payments, or crypto industries.
• Experience working in high-compliance or regulated environments (e.g., finance, banking, or crypto).

Benefits & Perks

• Compensation: $205,785—$242,100 USD
• Bonus Eligibility
• Equity Eligibility
• Benefits: including medical, dental, vision, and 401(k)
• Regular team and company-wide offsites to foster collaboration and alignment