Product Manager II (Platform - CET)

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 ? 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.
  

The Customer Experience and Tooling team owns all of our customer-facing support surfaces. Our mission is to build tools and technologies that enable customers to resolve issues quickly and seamlessly via personalized and automated support experiences. In this role, you will help drive our vision of automating 90% of support interactions via products and technologies that can proactively detect customer issues and offer self-service resolutions.
What You’ll Be Doing (ie. Job Duties)

• PM lead for our self-service customer support surfaces including Help Center and in-product support tools
• Build the underlying technologies that power personalized and seamless support across these surfaces, such as our Issue Prediction Engine and our Resolution Engine
• Drive the overall self-service strategy, including how AI - particularly LLMs - can improve our ability to solve customer issues through automation
• Collaborate closely with our partners in Customer Support to understand top issues and opportunities
  

What We Look For In You (ie. Job Requirements)

• Full stack product ownership- solid understanding of front end/user experience as well as back-end technologies
• Demonstrated balance of strategic/vision thinking and execution skills

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• Experience driving highly cross functional teams (eng, design, program management, user research)
• 4+ years of experience
  

Nice To Haves

• Experience with customer service tooling
• Experience working with AI/ML and/or building automation technology
  

Commitment to Equal Opportunity
Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view Pay Transparency, Employee Rights and Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.
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