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Senior Product Manager, Machine Learning

Coinbase

Coinbase

Software Engineering, Product
India · Remote
Posted on Apr 11, 2024

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.

As the Senior Product Manager for Coinbase in India. You will work closely with engineering, design and cross-functional teams to build products and new experiences. You’ll play a pivotal role in shaping the future of cryptocurrency and help us achieve our mission of creating an open financial system for the world

What you’ll be doing (ie. job duties):

  • Lead the product strategy and roadmap for optimizing customer interactions with agents by leveraging Machine Learning (ML) and Language Models (LLMs) to streamline agent operations (queue prioritization, customer issue resolution, case summarization, etc), ultimately improving customer wait times and speeding up agent handle times.
  • In collaboration with more junior PMs, drive the overall roadmap for improving our customer support products, including the Customer Portal and Coinbase Chatbot.
  • Collaborate with cross-functional teams, including Customer Support, Engineering, and Design, to understand pain points and opportunities for improvement.
  • Conduct user research and gather feedback to inform product decisions and iterate on existing features.
  • Define and track key metrics to measure the success and impact of product initiatives.
  • Work closely with engineering teams to ensure timely and high-quality delivery of product features.
  • Stay up-to-date with industry trends and best practices in customer support and ML technologies.

What we look for in you

  • 8+ years of product management experience and a proven track record of successfully leading and delivering complex product initiatives.
  • Strong understanding of Machine Learning /LLMs and their applications in improving customer experience
  • Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
  • Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
  • Ability to mentor and guide junior PMs, providing support and fostering their professional growth.
  • Passion for creating exceptional customer experiences and driving continuous improvement.

PID : G2536

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 the Know Your Rights notice here. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please complete this intake form to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).

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