Coinbase

Manager, CX Consumer Content and Knowledge Systems

Coinbase

full-time

Posted on:

Location Type: Hybrid

Location: United States

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Salary

💰 $148,835 - $175,100 per year

About the role

  • Own the end-to-end knowledge ecosystem supporting self-service, AI/LLM experiences, and live agent workflows
  • Design and evolve content and information architectures optimized for retrieval, automation, and AI consumption—not just human readers
  • Partner with ML, Automation, and Engineering teams to ensure knowledge is structured, governed, and instrumented for AI use cases
  • Define, own, and deliver against clear KPIs tied to customer outcomes (e.g. deflection, FCR, handle time, containment) and OpEx reduction
  • Translate knowledge usage into hard, defensible metrics using BI tools; ensure decisions are data-driven, not anecdotal
  • Run a tight operating cadence: capacity planning, prioritization, roadmap delivery, and execution tracking
  • Lead and develop a high-performing team of content and knowledge professionals, evolving skills toward a tech-enabled future state
  • Actively manage team capacity, role clarity, and performance in a fast-moving, high-expectations environment
  • Set clear standards for quality, speed, accountability, and outcomes—not just output
  • Partner deeply with Operations, CX Strategy, Analytics, Product, QA, and Automation to eliminate customer friction and improve end-to-end journeys
  • Influence without authority to align stakeholders on priorities, tradeoffs, and sequencing
  • Represent Consumer Content as a strategic lever for CX transformation, not a downstream service function

Requirements

  • 4+ years leading knowledge management, content systems, or CX enablement in a scaled support environment
  • 2+ years building and managing globally distributed teams with clear operational accountability
  • Strong fluency in AI/LLMs applied to knowledge delivery, including practical understanding of limitations, risks, and emerging capabilities
  • Demonstrated ability to use BI and analytics systems (e.g. Looker or equivalent) to measure performance and drive decisions
  • Proven experience tying content or knowledge investments to quantifiable CX and cost outcomes
  • Operator mindset: disciplined execution, comfort with ambiguity, and ability to move from strategy to delivery quickly
  • Experience defining and delivering multi-year roadmaps aligned to business objectives
Benefits
  • bonus eligibility
  • equity eligibility
  • medical
  • dental
  • vision
  • 401(k)
Applicant Tracking System Keywords

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

Hard Skills & Tools
knowledge managementcontent systemsCX enablementAI/LLMsBI toolsanalytics systemscapacity planningroadmap deliveryperformance measurementoperational accountability
Soft Skills
leadershipteam developmentinfluence without authorityprioritizationexecution trackingdisciplined executioncomfort with ambiguitystakeholder alignmentrole clarityhigh-expectations environment