Senior Product Manager, Help Center (CX Automation)

You will own Coinbase's primary self-service channel, the Help Center, where most customers first seek support. You will 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. You will work closely with cross-functional partners across content, engineering, operations, and analytics to keep the knowledge base accurate and effective across geographies and languages, while using data to guide your prioritization decisions.

Responsibilities

• 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 such as Automation Rate, Search AtR, CSAT, and 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

• 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

• Equity
• Bonus eligibility
• Medical, dental, and vision benefits