[Remote] Staff Product Manager, CX Automation

Note: The job is a remote job and is open to candidates in USA. Coinbase is a company dedicated to increasing economic freedom, and they are seeking a Staff Product Manager for their CX Automation team. This role involves owning product strategy and delivery for customer-facing support channels, driving automation rates, and enhancing customer satisfaction through innovative solutions.ResponsibilitiesOwn 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 accuratelyDrive 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 resolutionBuild 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 experiencesPartner 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 jurisdictionsShape P&L impact through tooling optimization and deprecation, evaluating build-vs.-buy tradeoffs and scoping the market for emerging CX technologies that accelerate automation goalsExecute 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 agentsSkills7+ 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 otherExperience building or scaling AI-powered customer support products, including automation workflows, intelligent routing, chatbots, or LLM-based assistants across chat, voice, or self-service channelsTrack record of defining and tracking success metrics across complex funnels (automation rate, CSAT, deflection rate, resolution time) and using data to drive prioritization decisionsDemonstrated ability to work across multiple SaaS platforms (e.g., Amazon Connect, Sprinklr, Salesforce) and partner with engineering on session management, integrations, and system architectureExperience 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 environmentUtilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and qualityBenefitsEquity and bonus eligibilityBenefits (medical, dental, vision, 401(k))Company OverviewCoinbase is a crypto exchange and wallet platform that allows merchants and consumers to buy, sell, and store digital currencies. It is a sub-organization of Coinbase. It was founded in 2012, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.coinbase.com.