Staff Product Manager, CX Automation

ABOUT THE ROLE We are seeking a highly motivated and experienced Staff Product Manager to join the CX Automation team within Coinbase's Enterprise Applications & Architecture (EAA) organization. As a key member of this team, you will play a crucial role in engineering seamless, proactive, and intelligent customer experiences by maximizing automation to resolve service needs and optimizing human-assisted channels for high-value interactions. WHAT YOU'LL DO As a Staff Product Manager, you will own product strategy and end-to-end delivery for the support surfaces through which the majority of Coinbase customer interactions take place. Your work will directly drive the team's goals to maximize automation rates while maintaining high customer satisfaction, shaping how millions of customers experience Coinbase support. Key responsibilities include: - Owning 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 deliver a seamless experience for both customers and agents. - Driving 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. - Building AI-integrated capabilities across support surfaces by partnering with the Intelligence team (ML/LLM) and 3P AI vendors to bring intelligent routing, AI-assisted responses, and automation workflows into chat and voice experiences. - Partnering with Engineering, CX Operations, Data Science, and Compliance to ensure support surfaces built on Amazon Connect, Sprinklr, and internal platforms are reliable, scalable, and compliant across all operating jurisdictions. - Shaping P&L impact through tooling optimization and deprecation, evaluating build-vs-buy tradeoffs and scoping the market for emerging CX technologies that accelerate automation goals. WHAT YOU'LL NEED To succeed in this role, you will need: - 7+ years of product management experience, with demonstrated depth in both customer-facing product surfaces (front-end UX) and platform/systems work (back-end APIs, integrations, data flows) - not exclusively one or the other. - 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. - A track record of defining and tracking success metrics across complex funnels (automation rate, CSAT, deflection rate, resolution time) and using data to drive prioritization decisions. - Experience partnering across multiple product groups and stakeholders without owning end-to-end UX, with proven ability to influence outcomes and align priorities in a matrixed environment. - The ability to utilize 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 unique approach allows for collaboration and connection while maintaining flexibility and work-life balance. BENEFITS Coinbase offers a competitive total compensation package, including an annual base salary range of $207,485 - $244,100 USD, as well as equity and bonus eligibility, and benefits (medical, dental, vision, 401