Senior Product Manager, Help Center (CX Automation)

Навыки

• AI-инструменты в работе
• CMS
• База знаний
• LLM
• Machine Learning
• RAG
• Роадмап

О компании и продукте

• 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

Задачи

• 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
• Ready to do the most impactful work of your career?

Требования

• 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

Условия

• 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 Automation team within Enterprise Applications & Architecture engineers seamless, intelligent customer experiences by maximizing automation across support surfaces
• As Senior Product Manager for the Help Center, you’ll own Coinbase’s primary self-service channel—where most customers first seek support
• You’ll drive Automation Rate and customer satisfaction by building AI-powered search, personalized article experiences, and self-service workflows that resolve issues before they reach an agent

Паспорт вакансии

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