Senior Product Manager, Help Center (CX Automation)

Stack

Responsibilities

• ▹Own the Help Center roadmap across search quality, article strategy, AI summaries, and self-service flows for millions of global customers
• ▹Improve Automation Rate and CSAT by identifying high-impact opportunities to deflect contacts via better self-service 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 third-party vendors to keep chat, voice, and agent-tool integrations seamless

Requirements

• ▹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 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)

Soft skills

What we offer

• ▹Equity and bonus eligibility
• ▹Medical, dental, and vision insurance

About the company

Coinbase is on a mission to increase economic freedom. It's a remote-first but not remote-only company, with quarterly in-person working sessions called 'surges'.