Coinbase

Consumer Content and Knowledge Operations Lead

Coinbase

full-time

Posted on:

Location Type: Hybrid

Location: United States

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Salary

💰 $99,365 - $116,900 per year

Job Level

Senior

About the role

  • Implement and maintain structured knowledge and content in support of self-service, AI-assisted, and agent workflows.
  • Execute on cross-functional content and knowledge requests, ensuring quality, timeliness, and adherence to governance standards.
  • Support rollout of new knowledge systems, content workflows, and automation initiatives.
  • Track and analyze knowledge usage, performance, and trends, translating findings into actionable recommendations.
  • Partner with Analytics to measure the impact of knowledge on CX outcomes (deflection, first-contact resolution, handle time, OpEx).
  • Work closely with Product, Operations, Automation, and QA teams to align knowledge operations with broader CX initiatives.
  • Provide guidance and feedback on knowledge workflows and operational best practices.
  • Support capacity planning, prioritization, and execution tracking across knowledge initiatives.
  • Identify inefficiencies or gaps in workflows and propose process improvements.
  • Ensure governance, quality standards, and operational SLAs are maintained consistently.

Requirements

  • 2+ years of experience in content strategy, knowledge management, CX operations, or similar operational roles.
  • Experience managing structured content or knowledge systems in a high-volume, high-growth environment.
  • Strong comfort with technology, automation tools, and/or AI-assisted workflows.
  • Demonstrated ability to use data and analytics to drive decisions and optimize operational outcomes.
  • Strong project management skills: prioritization, capacity management, and deadline execution.
  • Excellent collaboration and communication skills with cross-functional teams.
Benefits
  • Bonus eligibility
  • Equity eligibility
  • Medical insurance
  • Dental insurance
  • Vision insurance
  • 401(k) plan

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
content strategyknowledge managementdata analyticsproject managementautomation toolsAI-assisted workflowscapacity managementgovernance standardsoperational SLAsprocess improvements
Soft skills
collaborationcommunicationprioritizationfeedbackguidanceanalytical thinkingproblem-solvingadaptabilityattention to detailcross-functional teamwork