Coinbase

Coinbase

Group Product Manager, Customer Engagement & Experience

Remote - USA · Senior

Sponsorship not specified$244k-$287kDetected 1 day ago
LLMsAgentic AIProduct ManagementCustomer Support

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odds of building a lasting career here

64Sponsors, lottery-bound
Cap-exempt (no lottery)0
Sponsors this role100
Entry-level history0
PERM / green-card track0
Lottery odds (Level IV)94
Fits your clock70

Sponsors, but it's cap-subject — you still face the weighted lottery (~61% per draw at Level IV). Good if you win; have a cap-exempt backup on your list.

Lottery odds assume a STEM candidate.

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Employer immigration record

from this employer's Department of Labor filings

Green-card follow-through: 56%

Of 9 labor certifications old enough to have been used, 4 expired without the employer filing the next step. Median time from filing to decision: 486 days.100% of their filings were for a worker who already held the job.Only certifications past the 180-day window are counted — recent ones cannot have expired yet.

Files H-1B transfers

40 transfer filings in the last year, covering 40 workers. Median labor-condition decision: 7 days. An employer that already files transfers is one that can take over an existing H-1B.

Sourced from Department of Labor LCA, PERM and prevailing-wage disclosure data. Employer matching is by name, so figures may be split across an employer's legal entities. Absence of a filing means none appears in our copy of the data, not that none exists.

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About the role

  • Ready to do the most impactful work of your career?
  • The bar is high, the environment is intense, and we like it that way.
  • This isn't a place for complacency, it's a place to be pushed past your perceived limits.

Responsibilities

  • Develop and mentor a globally distributed product group, holding an extremely high quality bar for craft, operational excellence, and customer outcomes across everything the team ships.
  • 10+ years of product management experience, with 5+ years shipping customer-facing support, self-service, or automation products in fintech, financial services, or similarly regulated domains at global scale.
  • 5+ years leading and developing product management teams, including managing senior PMs and operating through influence across large, cross-functional organizations.
  • Proven ability to define measurable outcomes (automation rate, product and support quality, customer effort scores, retention), instrument product surfaces, and use data to drive roadmap prioritization across a multi-team portfolio.
  • Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
  • If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here.
  • We're hiring a Group Product Manager to lead the Customer Engagement & Experience (CEE) product team within our EE organization, which defines and builds Coinbase's retail customer support experiences.
  • You'll lead a team of product managers, technical program managers, and designers to deliver a cohesive experience that balances automation with human support, with the ambition to automate more than 90% of customer contacts while maximizing quality across every support surface and interaction.

Requirements

  • Demonstrated experience delivering AI-powered products (e.g., LLM-based assistants, agentic workflows, intelligent routing, or automation) with appropriate controls, evaluation, and governance.
  • Required Skills and Experience:

Compensation

  • $243,865 - $286,900 USD
  • 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):

Company info

  • At Coinbase, we are uncompromising on our mission to increase economic freedom.
  • Drive the next generation of AI-powered self-service and automation across Coinbase product surfaces, the Help Center, and chat, voice, and social channels, building clean handoffs between AI agents and human specialists so customers get the right help in the right moment.
  • Own the strategic direction for the Concierge program, pairing dedicated human concierges with AI-powered tooling to deliver a relationship-based support experience that builds trust and deepens engagement with our most valuable customers.
  • Build proactive support capabilities that detect and resolve issues before customers contact us, identify churn risks and engagement opportunities, and turn public social support moments into trust-building experiences.
  • You'll own the full support ecosystem serving over 100 million customers worldwide, from AI-powered self-service and automation to the Concierge program for our highest-value customers, and the social support strategy that meets customers where they are.

Equal opportunity

  • Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer.
  • Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com.
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This listing is sourced directly from Coinbase's careers page and normalized into a canonical job model.