Senior Product Manager, Help Center (CX Automation)
Core
Own Coinbase's primary self-service channel (Help Center) to drive automation rates and customer satisfaction via AI-powered search, personalized articles, and self-service workflows.
Role type
Senior Product Manager (CX Automation)
Builds
AI-powered search, personalized article experiences, and self-service workflows for global customers
Domain
Financial services / Customer Experience Automation
Deliverable
product features
Required skills
Product management for customer-facing/self-service surfaces, Search/Knowledge management/AI-ML search (RAG), Support metrics (automation/deflection/CSAT), Cross-functional collaboration, Help Center/Knowledge base platforms (Contentful/Zendesk/Freshdesk/Salesforce), Generative AI application
Preferred skills
None stated
Technologies
Contentful, Zendesk, Freshdesk, Salesforce, LLMs, RAG
Responsibilities
Own Help Center roadmap (search quality, article strategy, AI summaries, self-service flows), Improve Automation Rate and CSAT via self-service optimization, Build AI-integrated search/content experiences with ML/LLM partners, Partner with CX Ops/Content/Engineering/Data Science for knowledge coverage, Define and track funnel metrics (Automation Rate, Search AtR, CSAT, escalation rate), Collaborate with platform teams/vendors for chat/voice/agent-tool integrations
Seniority
Senior, hands-on IC