Senior Product Manager, Help Center (CX Automation)

About the role

Ready to do the most impactful work of your career? As a Senior Product Manager for the Help Center on Coinbase’s CX Automation team, you will own the primary self‑service channel used by millions of global customers, driving automation, AI‑powered search and personalized content to improve satisfaction.

Key responsibilities

• Own the Help Center roadmap covering search quality, article strategy, AI summaries and self‑service flows.
• Increase automation rate and CSAT by identifying high‑impact deflection opportunities and proactive resolutions.
• Build AI‑integrated search and content experiences with ML/LLM partners to enhance relevance 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‑driven prioritisation.
• Collaborate with internal platform teams and third‑party vendors to keep chat, voice and agent‑tool integrations seamless.

Required profile

• 5+ years of product management experience owning customer‑facing surfaces, content platforms or self‑service products.
• Proven track record building or improving search, knowledge management or self‑service solutions, preferably with AI/ML‑powered capabilities.
• Demonstrated ability to define and use support metrics such as automation, deflection, CSAT and escalation to guide decisions.
• Strong cross‑functional collaboration with content, engineering, operations and analytics teams.
• Experience with Help Center or knowledge‑base platforms such as Contentful, Zendesk, Freshdesk or Salesforce.

Required skills

• Contentful
• Zendesk
• Freshdesk
• Salesforce