Senior Product Manager, CX & AI Tooling

Навыки

• AI-инструменты в работе
• Лидерство
• Machine Learning
• NLP
• Роадмап
• Маршрутизация и NAT
• Опросы и NPS

О компании и продукте

• 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

Задачи

• 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 by partnering with frontline specialists, diagnosing operational pain points, surfacing automation opportunities, and translating them into clear product solutions
• Build AI-integrated features that augment human specialists capabilities, including 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
• 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 into Coinbase's enterprise platform ecosystem
• Ready to do the most impactful work of your career?

Требования

• 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 strategy 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

Условия

• Location: Greater Charlotte, NC area (relocation assistance available)
• 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
• The Enterprise Applications & Architecture (EAA) team at Coinbase builds and operates the internal platforms and business systems that power Coinbase at scale
• Within EAA, the CX Tooling product team owns the tools, workflows, and AI-powered systems that enable Coinbase's CX specialists to resolve customer issues quickly, accurately, and with empathy
• As a Senior Product Manager, you'll own product strategy and execution for CX and AI tooling that sits at the intersection of internal operations and the external customer experience, building an AI-forward platform that leverages automation, intelligent routing, and AI-assisted resolution to raise the bar on speed, quality, and customer satisfaction

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