# Senior Product Manager, CX Automation

**Company:** [Coinbase](https://hotfix.jobs/companies/coinbase)
**Location:** Remote
**Role:** Product Management
**Salary:** $207k – $244k/yr
**Experience:** 7+ years
**Skills:** Product Management, Ai-Powered Customer Support, Automation Workflows, Intelligent Routing, Chatbots, Llm-Based Assistants, Amazon Connect, Sprinklr, Salesforce, Data Analysis, Cross-Functional Collaboration
**Posted:** 2026-06-11

> Own product strategy and delivery for Coinbase's customer support surfaces (chat, voice, proactive signals). Drive automation and CSAT improvements through AI integrations and cross-functional execution.

## Job Description

## Responsibilities
- 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.
- Drive automation rate and CSAT improvements by identifying opportunities to deflect contacts, reach out proactively, and optimize handoff from automated to human-assisted resolution.
- Build AI-integrated capabilities across support surfaces by partnering with the Intelligence team (ML/LLM) and 3P AI vendors for intelligent routing, AI-assisted responses, and automation workflows.
- Partner with Engineering, CX Operations, Data Science, and Compliance to ensure support surfaces built on Amazon Connect, Sprinklr, and internal platforms are reliable, scalable, and compliant.
- Shape P&L impact through tooling optimization and deprecation, evaluating build-vs.-buy tradeoffs and scoping emerging CX technologies.
- Execute cross-functional delivery across Surfaces, Foundation, and Intelligence platform layers for seamless customer and agent experiences.

## Requirements
- 7+ years of product management experience with depth in both customer-facing product surfaces (front-end UX) and platform/systems work (back-end APIs, integrations, data flows).
- 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.
- Track record of defining and tracking success metrics across complex funnels (automation rate, CSAT, deflection rate, resolution time) and using data to drive prioritization.
- Demonstrated ability to work across multiple SaaS platforms (e.g., Amazon Connect, Sprinklr, Salesforce) and partner with engineering on session management, integrations, and system architecture.
- Experience partnering across multiple product groups and stakeholders without owning end-to-end UX, with proven ability to influence outcomes in a matrixed environment.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

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