Senior Product Manager, CX Automation

About the role

This role involves owning the product roadmap and end-to-end delivery for customer support channels like chat, voice, and proactive outreach. The goal is to define how automated and human-assisted interactions work together to resolve customer issues efficiently and accurately. A key part of this is identifying opportunities to prevent issues, proactively engage customers, and optimize the transition between automated and human support.

The Senior Product Manager will build AI-integrated capabilities across support surfaces by collaborating with internal intelligence teams and external AI vendors. This includes developing intelligent routing, AI-assisted responses, and automation workflows for chat and voice experiences. The role also requires partnering with engineering, operations, data science, and compliance to ensure support platforms are reliable, scalable, and compliant across all operating regions.

Success in this position means driving improvements in automation rates and customer satisfaction by leveraging AI and automation. It also involves shaping the financial impact through optimizing and deprecating tools, evaluating build-versus-buy decisions, and exploring new CX technologies. The role demands executing cross-functional delivery across various platform layers to ensure a seamless customer and agent experience from proactive signals to chat and voice interactions.

The annual base salary for this role ranges from $207,485 to $244,100 USD, with total compensation potentially including equity, bonus eligibility, and benefits.

Skills that matter here

• product management: This role requires 7+ years of product management experience, covering both customer-facing UX and back-end systems.
• AI: The role involves building or scaling AI-powered customer support products, including chatbots and LLM-based assistants.
• automation: A primary focus is on driving automation rates and improving customer satisfaction through automation workflows.
• customer support: The position directly impacts customer support experiences by optimizing chat, voice, and proactive channels.
• data analysis: Success requires defining and tracking metrics across complex funnels and using data for prioritization.
• SaaS: Experience is needed with multiple SaaS platforms like Amazon Connect, Sprinklr, and Salesforce for integrations and system architecture.

Who this role suits

• You have a background in both front-end customer experience and back-end platform systems.
• You have a track record of using data to define success metrics and make prioritization decisions.
• You are skilled at influencing outcomes and aligning priorities across multiple product groups and stakeholders in a matrixed environment.
• You are comfortable utilizing generative AI responsibly, ensuring human oversight for business-ready outputs.

From the employer

What you'll do:

• Own 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 resolve customer issues quickly and accurately.
• Drive 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.
• Build 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.
• Partner 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.
• Shape 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.
• Execute cross-functional delivery across Surfaces, Foundation, and Intelligence platform layers, ensuring the connected experience from proactive signals through chat and voice is seamless for both customers and agents.

Required Skills and Experience:

• 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.
• 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.
• Demonstrated ability to work across multiple SaaS platforms (e.g., Amazon Connect, Sprinklr, Salesforce) and partner with engineering on session management, integrations, and system architecture.
• 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.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Pay Transparency Notice:

• Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)). Annual base salary range (excluding equity and bonus): $207,485—$244,100 USD.
• Application Limit: Candidates may submit a maximum of 4 applications per 30-day period.
• Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
• US Applicants: View [Employee Rights](https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf), [Know Your Rights](https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf), and [E-Verify](https://static-assets.coinbase.com/e-verify.pdf) Notice of Participation.
• Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at [email protected]. Need screen reading technology? [Click here](https://chromewebstore.google.com/detail/screen-reader/kgejglhpjiefppelpmljglcjbhoiplfn) to download a free compatible screen reader and view the [tutorial](http://www.chromevox.com/tutorial/).
• Data Privacy & Arbitration: By submitting your application, you agree to our [Candidate Privacy Notice](https://www.coinbase.com/legal/applicant_privacy_notice). US applicants: By submitting your application, you agree to [Arbitration of Disputes](https://www.coinbase.com/legal/application-arbitration-agreement).
• AI Disclosure: Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate. Coinbase will not use AI to make decisions impacting employment.