Senior Product Manager, Help Center (CX Automation)

div class= content-intro p Ready to do the most impactful work of your career? At a href= https://www.coinbase.com/?utm_campaign=mt_o_m_w_m_m__coi_0_jd-onchain utm_source=coinbase Coinbase /a , 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. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” a href= https://www.coinbase.com/careers learn more about working at Coinbase /a . /p /div p class= p8i6j01 paragraph /p

p class= p8i6j01 paragraph 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. /p

h4 class= _9k2iva0 p8i6j0c _1ibi0s314 heading4 _9k2iva1 What you’ll do /h4

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li class= p8i6j0a Own the Help Center roadmap across search quality, article strategy, AI summaries, and self-service flows serving millions of global customers. /li

li class= p8i6j0a Improve Automation Rate and CSAT by identifying high-impact opportunities to deflect contacts via better self-service, smarter surfacing, and proactive resolution. /li

li class= p8i6j0a Build AI-integrated search and content experiences with ML/LLM partners to enhance relevance, summaries, and contextual Quick Actions. /li

li class= p8i6j0a Partner with CX Ops, Content Design, Engineering, and Data Science to maintain accurate, high-coverage knowledge across geographies and languages. /li

li class= p8i6j0a Define and track funnel metrics (Automation Rate, Search AtR, CSAT, escalation rate) and use data to drive prioritization. /li

li class= p8i6j0a Collaborate with internal platform teams and 3P vendors to keep chat, voice, and agent-tool integrations seamless and current. /li

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h4 class= _9k2iva0 p8i6j0c _1ibi0s314 heading4 _9k2iva1 Required Skills and Experience /h4

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li class= p8i6j0a 5+ years in product management owning customer-facing surfaces, content platforms, or self-service products. /li

li class= p8i6j0a Experience building or improving search, knowledge management, or self-service—ideally with AI/ML-powered search, recommendations, or RAG retrieval. /li

li class= p8i6j0a Proven ability to define and use support/self-service metrics (automation, deflection, CSAT, escalation) to inform decisions. /li

li class= p8i6j0a Strong cross-functional collaboration across content, engineering, operations, and analytics without owning end-to-end UX. /li

li Experience with Help Center or knowledge base platforms (Contentful, Zendesk, Freshdesk, Salesforce, or similar CMS/support tooling). /li

li class= p8i6j0a Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

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/ul div class= content-pay-transparency div class= pay-input div class= description p strong Pay Transparency Notice: /strong The target annual strong base /strong salary for this position can range as detailed below. Total compensation may strong /strong also include equity and bonus eligibility and benefits (including medical, dental, and vision). /p

div id= fortidlp-input-element-parent /div /div div class= title Annual base salary range (excluding equity and bonus): /div div class= pay-range span ₹6,612,600 /span span class= divider /span span ₹6,612,600 INR /span /div /div /div div class= content-conclusion ul

li style= font-style: italic; font-size: 8pt; strong em Application Limit: /em /strong Candidates may submit a maximum of 3 applications within a 6-month period. /li

li style= font-style: italic; font-size: 8pt; span style= font-size: 8pt; em strong Equal Opportunity Employer: /strong Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws. /em /span /li

li style= font-style: italic; font-size: 8pt; span style= font-size: 8pt; em strong US Applicants: /strong View a href= https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf Employee Rights /a , a href= https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf Know Your Rights /a , and a href= https://static-assets.coinbase.com/e-verify.pdf E-Verify /a Notice of Participation. /em /span /li

li style= font-style: italic; font-size: 8pt; span style= font-size: 8pt; em strong Accommodations: /strong If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? a href= https://chromewebstore.google.com/detail/screen-reader/kgejglhpjiefppelpmljglcjbhoiplfn Click here /a to download a free compatible screen reader and view the a href= http://www.chromevox.com/tutorial/ strong /strong tutorial /a . /em /span /li

li style= font-style: italic; font-size: 8pt; span style= font-size: 8pt; em strong Data Privacy Arbitration: /strong By submitting your application, you agree to our a href= https://www.coinbase.com/legal/applicant_privacy_notice Candidate Privacy Notice /a . US applicants: By submitting your application, you agree to a href= https://www.coinbase.com/legal/application-arbitration-agreement Arbitration of Disputes /a . br /em /span /li

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