Senior Product Manager, CX & AI Tooling

What you'll do

• Own the product roadmap for a portfolio of CX and AI tooling, delivering end-to-end across discovery, requirements, launch, measurement, and iteration for the systems Coinbase's support specialists rely on to serve millions of retail customers.
• Drive identification and prioritization of the highest-impact problems in the CX space, diagnosing operational pain points, surfacing automation opportunities, and translating them into clear product solutions.
• Build AI-integrated features that augment human specialists capabilities — intelligent case routing, AI-assisted responses, knowledge retrieval, and workflow automation — with the evaluation and human oversight needed to earn trust in AI-driven resolution.
• Partner with CX Operations, CX Leadership, and frontline specialists to deeply understand user needs, gather feedback, and ensure tools are practical, intuitive, and effective.
• Define and own success metrics across the portfolio (resolution time, CSAT, specialist efficiency, automation rate) and use data to drive prioritization and measure impact.
• Execute cross-functional delivery with Design, Data Science, Compliance, and other EAA teams to ensure CX tooling integrates seamlessly into Coinbase's broader enterprise platform ecosystem.

Required Skills and Experience

• 5+ years of product management experience with a track record of shipping impactful internal tools, enterprise platforms, or operational tooling where internal users' work directly impacts external customers.
• Demonstrated ability to leverage AI/ML capabilities (NLP, automation, intelligent workflows) to solve real user problems, with experience building or integrating AI-powered tooling into operational platforms.
• Experience managing a portfolio of products or features simultaneously, making disciplined prioritization tradeoffs in complex, cross-functional environments.
• Proven ability to engage meaningfully with engineers on system design, APIs, and data flows, and to communicate product vision and roadmap to stakeholders at all levels including executive leadership.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.