Senior Product Manager, CX Automation

Role OverviewAs a Senior Product Manager, you'll own product strategy and end-to-end delivery for Coinbase's customer-facing support surfaces, including chat, voice, and proactive signals. Your work will drive the team's goals to maximize automation rates while maintaining high customer satisfaction, shaping how millions of customers experience Coinbase support.What You Will DoOwn 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 to resolve customer issues quickly and accurately. Drive automation rate and CSAT improvements by identifying the highest-impact opportunities to deflect contacts before they become issues, reach out to customers proactively, and optimize the handoff from automated to human-assisted resolution.Why It Might Be a FitThis role requires 7+ years of product management experience, with demonstrated depth in both customer-facing product surfaces and platform/systems work. You should have 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.Requirements7+ years of product management experienceDemonstrated depth in both customer-facing product surfaces and platform/systems workExperience building or scaling AI-powered customer support productsTrack record of defining and tracking success metrics across complex funnelsAbility to work across multiple SaaS platforms and partner with engineeringExperience partnering across multiple product groups and stakeholdersUtilizes generative AI responsiblyBenefitsBase salaryEquityBonus eligibilityMedicalDentalVision401(k)Originally posted on Himalayas