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Senior Product Manager, Help Center – CX Automation
CoinbaseSenior Product Manager driving automation in Coinbase's Help Center for enhanced customer experience. Leading cross-functional initiatives to optimize self-service and customer satisfaction.
About the role
Key responsibilities & impact- Own the Help Center roadmap across search quality, article strategy, AI summaries, and self-service flows serving millions of global customers.
- Improve Automation Rate and CSAT by identifying high-impact opportunities to deflect contacts via better self-service, smarter surfacing, and proactive resolution.
- Build AI-integrated search and content experiences with ML/LLM partners to enhance relevance, summaries, and contextual Quick Actions.
- Partner with CX Ops, Content Design, Engineering, and Data Science to maintain accurate, high-coverage knowledge across geographies and languages.
- Define and track funnel metrics (Automation Rate, Search AtR, CSAT, escalation rate) and use data to drive prioritization.
- Collaborate with internal platform teams and 3P vendors to keep chat, voice, and agent-tool integrations seamless and current.
Requirements
What you’ll need- 5+ years in product management owning customer-facing surfaces, content platforms, or self-service products.
- Experience building or improving search, knowledge management, or self-service—ideally with AI/ML-powered search, recommendations, or RAG retrieval.
- Proven ability to define and use support/self-service metrics (automation, deflection, CSAT, escalation) to inform decisions.
- Strong cross-functional collaboration across content, engineering, operations, and analytics without owning end-to-end UX.
- Experience with Help Center or knowledge base platforms (Contentful, Zendesk, Freshdesk, Salesforce, or similar CMS/support tooling).
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Benefits
Comp & perks- Total compensation may include equity, bonus eligibility and benefits (including medical, dental, and vision)
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Search ManagementKnowledge ManagementSelf-Service ImprovementData AnalysisMetric Definition
Soft Skills
CollaborationCommunication