About this role

▸about Coinbase — company background

Ready to do the most impactful work of your career? 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. 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.

Location: Greater Charlotte, NC area (relocation assistance available)

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 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.