Product Manager, CX Applications

At Coinbase, our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web3 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.

Ready to #LiveCrypto? Who you are:

• You’ve got positive energy. You’re optimistic about the future and determined to get there. 
• You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0. 
• You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
• You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
• You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
• You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

Team/ Role Paragraph:

The Enterprise Applications & Architecture (EAA) Team acts as a catalyst for Coinbase by using best-in-class, 3rd-party, enterprise applications; purpose-built software; automation; and integrated workflows – all of which free associates’ minds and time to focus on high-judgment tasks. The Business Unit Delivery team is a vital part of Coinbase’s Enterprise Applications and Architecture org, responsible for building and supporting applications used by our business unit partners on a daily basis to perform their work tasks. The CXP team within Business Unit Delivery is responsible for building, configuring and managing applications to drive best-in-class customer service for Coinbase customers, through enabling an efficient and effective customer service network. 

We are hiring a product manager to our team who will be responsible for integrating home-grown and third party generative AI solutions with our existing, as well as under-development Customer Service applications used by our Customer Service Agents (e.g. Continuously improve Coinbase’s internal LLM with new knowledge bases targeted for various Customer Service network personas, Integrate Coinbase’s internal LLM-based Agent Assist product with both Salesforce Case Management Experience and Coinbase’s internally built Compliance Case Handling product). This product manager will also be responsible for driving various initiatives to implement and optimize the use of third party tools, used within our Customer Service Agent network (e.g. Amazon Connect, SFDC, Voice of the Customer tools). For example, the product manager is going to partner with SFDC and internal Customer Service operations teams to optimize the use of SFDC for agents.

As part of this role, you will create and synthesize a product vision into key technical decisions and partner daily with non-technical and technical business partners across many teams at Coinbase including, Product, Engineering, Machine Learning, Customer Service Operations, Compliance, and Security. You will develop user personas and define and prioritize use cases for each persona to build a backlog and a roadmap for the applications you will be working on. You will work with teams across Coinbase to identify the technical owners of various knowledge bases applicable for CX Agents, partner with them and the CB ML team to integrate these knowledge bases with CB’s LLM. You have solid working product, design and technical skills to build and deliver simple and intuitive products. You also have experience working with third party SaaS