Senior Product Manager, CX & AI Tooling

ABOUT THE ROLE We are seeking a Senior Product Manager to join the Enterprise Applications & Architecture (EAA) team at Coinbase, building and operating the internal platforms and business systems that power Coinbase at scale. As a key member of the CX Tooling product team, you will own the product strategy and execution for CX and AI tooling that sits at the intersection of internal operations and the external customer experience. WHAT YOU'LL DO As a Senior Product Manager, you will be responsible for owning 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. Your key responsibilities will include: - Driving 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. - Building 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. - Defining and owning success metrics across the portfolio (resolution time, CSAT, specialist efficiency, automation rate) and using data to drive prioritization and measure impact. - Executing cross-functional delivery with Design, Data Science, Compliance, and other EAA teams to ensure CX tooling integrates into Coinbase's enterprise platform ecosystem. WHAT YOU'LL NEED To be successful in this role, you will need: - 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. WHY REMOTE Coinbase is a remote-first company, with quarterly in-person working sessions called "surges" to bring the team together. This role is based in the Greater Charlotte, NC area, with relocation assistance available. BENEFITS Coinbase offers a competitive annual base salary range of $180,370, as well as equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).