Senior Product Manager, Help Center (CX Automation)

Coinbase

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. 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. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase. The CX Intelligence team is part of Coinbase’s Enterprise Applications and Architecture org and builds the customer-facing and internal CX experiences that connect the Help Center, chatbots (CBCB), and agent workflows. The team owns the multi-agent platform which powers coinbase chat, Help Center and agent tooling surfaces, partnering closely with Conversation Design, CX, and other Engg teams to deliver secure, compliant, and scalable AI-powered support. Our work provides the trusted and accurate automated and agent-assisted experiences—helping customers get answers faster while enabling human agents to resolve cases more effectively. We are hiring an IC5 Machine Learning Engineer to drive the evolution of our conversational ecosystem by building a seamless hybrid vendor-internal chatbot experience. You will lead the design and implementation of a sophisticated unified orchestration layer that coordinates interactions between vendor AI, internal multi-agent systems, and human participants. This role is pivotal in managing complex state transitions, context sharing, and intent routing across a distributed environment. You’ll thrive here if you enjoy high ownership, architecting complex hand-off logic between disparate LLM frameworks, and building reliable AI-enabled products that are fast, measurable, and scalable. What you'll do: * Architect and deploy the orchestration layer that manages state transitions, context sharing, and intent routing across vendor and internal LLM frameworks in a distributed conversational environment. * Build production-grade Python services that bridge advanced ML/AI research with reliable, measurable customer-facing products. * Lead end-to-end project execution for complex ML initiatives, managing priorities, technical trade-offs, and cross-functional dependencies from design through delivery. * Establish best practices for system design, coding standards, and AI/ML development workflows across the team. * Mentor engineers on architectural integrity and modern AI/ML patterns, raising the technical bar for the broader team. * Conduct design reviews to ensure every feature meets Coinbase's standards for security, scalability, and performance. Required Skills and Experience: * 5+ years of professional experience in machine learning and software engineering, with a track record of shipping production-grade ML services at scale. * Hands-on expertise building with modern AI architectures (LLMs, deep learning) and the generative AI ecosystem, including frameworks such as LangGraph, LangSmith, Google ADK, Vertex AI, or AWS Bedrock. * Deep proficiency in Python with demonstrated ability to write clean, maintainable, highly-tested production code. * Specialized knowledge in at least one domain: NLP, information retrieval, computer vision, or advanced statistical modeling. * Proven ability to write technical design documents and present ML system architectures to cross-functional stakeholders, translating complex technical concepts for non-technical audiences. * Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality. * Demonstrates the ability to responsibly use generative AI tools and copilots (e.g., LibreChat, Gemini, Glean) in daily workflows, continuously learn as tools evolve, and apply human‑in‑the‑loop practices to deliver business‑ready outputs and drive measurable improvements in efficiency, cost, and quality. Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision). Annual base salary range (excluding equity and bonus): ₹6,612,600—₹6,612,600 INR * Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period. * Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws. * US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation. * 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. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial. * Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.

VML MAP

WHO WE ARE WPP Enterprise Solutions designs, builds, and operates the growth systems that competitive businesses rely on. In a world where Al is reshaping how companies drive growth, we lead clients in business transformation and marketing modernization, connecting strategy directly to execution. Our 12,000 experts in engineering and platforms, commerce, consulting, content transformation, CRM, and CX work within a unified global operating unit across 40+ markets. WPP Enterprise Solutions works alongside best-in-class partners including Adobe, AWS, Braze, Google, Microsoft, Salesforce, and Shopify, as well as innovators in AI, to deliver growth solutions tailored to the needs of our clients’ businesses.   Are you eager to learn new technologies and inspire a team to build cutting-edge solutions within Salesforce Marketing Cloud? Do you appreciate a collaborative and empowering working environment where you get a high level of decision-making authority, the support you need, and the opportunity to shape technical strategy? Can you lead a team in transforming complex business requirements into excellent technical solutions within the SFMC ecosystem? And would you like to lead some of the world’s most skilled marketing automation developers on one of the industry's most advanced CRM platforms? Then you might be just the one we are looking for! What will your day look like? As a Manager - Salesforce Marketing Cloud Development, you will be responsible for leading and inspiring a team of skilled developers, defining the technical architecture, and overseeing the end-to-end delivery of complex Salesforce Marketing Cloud projects. Your job will be to translate advanced client requirements into robust, scalable technical solutions within SFMC by researching concepts, strategy, and target for the project. You will guide your team in developing automations, approving technical specifications, estimates, deployment plans, and test methodologies. Furthermore, your tasks include: * Driving product implementation and customisation initiatives within Salesforce Marketing Cloud for major clients. * Establishing and ensuring adherence to best practices for testing, maintaining, and optimising client applications and platforms built on SFMC. * Leading stakeholder communication, providing strategic project feedback and updates, and championing agile methodologies within your team's delivery. * Mentoring and developing junior and senior developers, fostering a culture of continuous learning and excellence within the SFMC space. * Contributing to solution architecture and technical roadmap planning for large-scale Salesforce Marketing Cloud implementations. Who are you going to work with? You will lead within an exciting and challenging professional environment, collaborating closely with Architects, Technical Project Managers, and other Managers across our diverse capabilities. You will foster cross-functional partnerships with Data Specialists and Designers, ensuring seamless integration and innovative solutions built leveraging Salesforce Marketing Cloud. Our common feature is that we are all competent, respectful teammates who you will inspire and empower to go the extra mile to help one another. We value room for diversity, and you will get a chance to shape your daily tasks while leading your team's professional skillset development. We are proud of our multicultural environment and easy-going, dynamic atmosphere where we not only work together – we are great at having fun as well. What do you bring to the table? You are a visionary and influential leader with a proactive approach to problem-solving and a passion for developing talent. Your proven ability to act as a strategic advisor for clients and colleagues means you confidently articulate complex technical concepts, influence decision-making, and drive organized, high-quality project delivery within the Salesforce Marketing Cloud domain. You are adept at breaking down ambitious projects into manageable chunks and ensuring your team meets deadlines. In addition, you have: * 6+ years of progressive developer experience, with at least 2+ years in a leadership or mentorship capacity within an agency or consulting environment, specifically focused on Salesforce Marketing Cloud. * Deep architectural and hands-on expertise with Salesforce Marketing Cloud, including advanced knowledge of Adstudio, Social Studio, and Einstein. * Mastery of technologies such as SQL, AMPscript, and JavaScript, with a strong emphasis on setting technical standards and guiding complex SFMC implementations. * Demonstrated experience with Workflow Engines, HTML, CSS, and proficiency in multiple programming languages, contributing to innovative solution design and technical problem-solving within SFMC. * Exceptional communication and presentation skills (in English), enabling you to articulate strategic vision and technical roadmaps to diverse audiences, and influence client decisions related to Salesforce Marketing Cloud solutions. * Strong marketing domain knowledge is a significant plus. A leader in personalized customer experiences VML MAP is a world-leading Centre of Excellence that helps businesses humanize the relationship between the brand and the customer through hyper personalization at scale, marketing automation and CRM. With the brain of a consultancy, the heart of an agency and the power of technology and data, we work with some of the world's most admired brands to help them on their transformation journey to becoming truly customer-centric, leveraging platforms like Salesforce Marketing Cloud. Together, we are 1000 + technology specialists, data scientists, strategic thinkers, consultants, operations experts, and creative minds from 55+ nationalities. A global network We are part of the global VML network that encompasses more than 30,000 employees across 150+ offices in 60+ markets, each contributing to a culture that values connection, belonging, and the power of differences.   About WPP WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com. WPP (MAP/VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.  When you click “Apply now” below, your information is sent to MAP/VML. To learn more about how we process your personal data during when you apply for a role with us, on how you can update your information or have the information removed please read our Privacy policy. California residents should read our California Recruitment Privacy Notice.

VML MAP

WHO WE ARE WPP Enterprise Solutions designs, builds, and operates the growth systems that competitive businesses rely on. In a world where Al is reshaping how companies drive growth, we lead clients in business transformation and marketing modernization, connecting strategy directly to execution. Our 12,000 experts in engineering and platforms, commerce, consulting, content transformation, CRM, and CX work within a unified global operating unit across 40+ markets. WPP Enterprise Solutions works alongside best-in-class partners including Adobe, AWS, Braze, Google, Microsoft, Salesforce, and Shopify, as well as innovators in AI, to deliver growth solutions tailored to the needs of our clients’ businesses. Are you eager to learn new technologies and inspire a team to build cutting-edge solutions within Salesforce Marketing Cloud? Do you appreciate a collaborative and empowering working environment where you get a high level of decision-making authority, the support you need, and the opportunity to shape technical strategy? Can you lead a team in transforming complex business requirements into excellent technical solutions within the SFMC ecosystem? And would you like to lead some of the world’s most skilled marketing automation developers on one of the industry's most advanced CRM platforms? Then you might be just the one we are looking for! What will your day look like? As a Manager - Salesforce Marketing Cloud Development, you will be responsible for leading and inspiring a team of skilled developers, defining the technical architecture, and overseeing the end-to-end delivery of complex Salesforce Marketing Cloud projects. Your job will be to translate advanced client requirements into robust, scalable technical solutions within SFMC by researching concepts, strategy, and target for the project. You will guide your team in developing automations, approving technical specifications, estimates, deployment plans, and test methodologies. Furthermore, your tasks include: * Driving product implementation and customisation initiatives within Salesforce Marketing Cloud for major clients. * Establishing and ensuring adherence to best practices for testing, maintaining, and optimising client applications and platforms built on SFMC. * Leading stakeholder communication, providing strategic project feedback and updates, and championing agile methodologies within your team's delivery. * Mentoring and developing junior and senior developers, fostering a culture of continuous learning and excellence within the SFMC space. * Contributing to solution architecture and technical roadmap planning for large-scale Salesforce Marketing Cloud implementations. Who are you going to work with? You will lead within an exciting and challenging professional environment, collaborating closely with Architects, Technical Project Managers, and other Managers across our diverse capabilities. You will foster cross-functional partnerships with Data Specialists and Designers, ensuring seamless integration and innovative solutions built leveraging Salesforce Marketing Cloud. Our common feature is that we are all competent, respectful teammates who you will inspire and empower to go the extra mile to help one another. We value room for diversity, and you will get a chance to shape your daily tasks while leading your team's professional skillset development. We are proud of our multicultural environment and easy-going, dynamic atmosphere where we not only work together – we are great at having fun as well. What do you bring to the table? You are a visionary and influential leader with a proactive approach to problem-solving and a passion for developing talent. Your proven ability to act as a strategic advisor for clients and colleagues means you confidently articulate complex technical concepts, influence decision-making, and drive organized, high-quality project delivery within the Salesforce Marketing Cloud domain. You are adept at breaking down ambitious projects into manageable chunks and ensuring your team meets deadlines. In addition, you have: * 6+ years of progressive developer experience, with at least 2+ years in a leadership or mentorship capacity within an agency or consulting environment, specifically focused on Salesforce Marketing Cloud. * Deep architectural and hands-on expertise with Salesforce Marketing Cloud, including advanced knowledge of Adstudio, Social Studio, and Einstein. * Mastery of technologies such as SQL, AMPscript, and JavaScript, with a strong emphasis on setting technical standards and guiding complex SFMC implementations. * Demonstrated experience with Workflow Engines, HTML, CSS, and proficiency in multiple programming languages, contributing to innovative solution design and technical problem-solving within SFMC. * Exceptional communication and presentation skills (in English), enabling you to articulate strategic vision and technical roadmaps to diverse audiences, and influence client decisions related to Salesforce Marketing Cloud solutions. * Strong marketing domain knowledge is a significant plus. A leader in personalized customer experiences VML MAP is a world-leading Centre of Excellence that helps businesses humanize the relationship between the brand and the customer through hyper personalization at scale, marketing automation and CRM. With the brain of a consultancy, the heart of an agency and the power of technology and data, we work with some of the world's most admired brands to help them on their transformation journey to becoming truly customer-centric, leveraging platforms like Salesforce Marketing Cloud. Together, we are 1000 + technology specialists, data scientists, strategic thinkers, consultants, operations experts, and creative minds from 55+ nationalities. A global network We are part of the global VML network that encompasses more than 30,000 employees across 150+ offices in 60+ markets, each contributing to a culture that values connection, belonging, and the power of differences.   About WPP WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com. WPP (MAP/VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.  When you click “Apply now” below, your information is sent to MAP/VML. To learn more about how we process your personal data during when you apply for a role with us, on how you can update your information or have the information removed please read our Privacy policy. California residents should read our California Recruitment Privacy Notice.