Group Product Manager, CX and Automation
Coinbase
Group Product Manager – Support Automation
Coinbase
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $243,865 - $286,900 per year
Job Level
SeniorLead
About the role
- Group Product Manager (L7) responsibilities and expectations
- Responsible for fully-automating Coinbase’s customer support with extremely high quality and customer satisfaction (CSAT)
- Own Coinbase’s suite of support-related products: Help Center, Chatbot, In-product guidance (cards), Issue prediction, AI-driven assistive tooling for CX agents
- Provide AI-driven tooling to guide CX agents on what to say and how to assist customers
- Partner closely with CX, including senior leadership, to land massive impact company-wide
- Collaborate across product, CX, and technical teams to design and ship automation and AI solutions
- In-person participation required throughout the year; attend team and company-wide offsites
Requirements
- 8+ years of product management experience
- 5 years of experience taking products from conception to launch
- Experience working with, balancing needs, and maintaining strong relationships across a wide variety of stakeholders
- Experience navigating and influencing senior leadership across multiple functions
- Demonstrated ability in working with a high degree of business and technical complexity across a broad product portfolio
- Demonstrated ability to ship a holistic product experience without “shipping the org chart”
- Aptitude for learning and ability to ramp quickly on new and potentially complicated domains
- Demonstrated passion for cryptocurrency, financial markets, and the Coinbase mission
- Demonstrated technical aptitude (via degree or prior experience in a technical role)
- Must have experience in CX, AI/ML, and ideally automation-related work
- Must have experience leading critical and challenging company-wide efforts
- An ideal candidate has done this same job at a scaled B2C company (Uber, DoorDash, etc.)
