Own product strategy and delivery for chat, voice, and proactive support surfaces to maximize automation rates and CSAT. Build AI-integrated capabilities with ML/LLM teams and vendors, partner with Engineering, CX Operations, Data Science, and Compliance on platforms (Amazon Connect, Sprinklr, Salesforce), drive build-vs-buy decisions, and execute cross-functional delivery to optimize customer and agent experiences.

Own multi-year product vision and roadmap for Coinbase's core cloud infrastructure and reliability. Define SLOs, capacity planning, failover, and incident reduction targets; evaluate and adopt technologies (Kubernetes, service mesh, IaC, observability); build self-serve platform capabilities; partner with Engineering, SRE, Security, and Finance to optimize cost, compliance, and performance; translate infrastructure metrics into executive investment cases.

Lead product vision and multi-year roadmap for Payment Core, optimizing payment funnels, multi-partner routing, redundancy, and payment lifecycle. Partner with engineering, finance, compliance, and treasury to build scalable APIs, self-serve integrations, and compliant systems supporting global payment method expansion and cost/reliability improvements.