Senior Product Manager, CX & AI Tooling

Company: Coinbase
Location: Charlotte, NC
Salary: $180,370 USD (base)
Employment Type: Full-time, On-site

About Coinbase

Coinbase is uncompromising on its mission to increase economic freedom. The company is a remote-first (but not remote-only) organization. Expect to get together quarterly for intense in-person working sessions called "surges."

About the Role

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.

Responsibilities

• 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, diagnosing operational pain points, surfacing automation opportunities, and translating them into clear product solutions.
• Build AI-integrated features that augment human specialists' capabilities — 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.
• Partner with CX Operations, CX Leadership, and frontline specialists to deeply understand user needs, gather feedback, and ensure tools are practical, intuitive, and effective.
• 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 seamlessly into Coinbase's broader enterprise platform ecosystem.

Requirements

• 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 roadmap 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.