Senior Product Manager, Help Center (CX Automation)
Coinbase
Remote - IndiaremotePosted 2 months ago
Skill Required
Enterprise ApplicationsProduct ManagerautomationEngineeringSalesforceanalyticsbuildingdesignRAGandGenerative AIAIMachine Learning
Key highlights
- Annual base salary: ₹6,612,600—₹6,612,600 INR.
- Requires 5+ years of product management experience on customer‑facing or self‑service products.
- Equity and bonus eligibility are part of total compensation.
- Medical, dental, and vision coverage provided.
- Remote‑first role with mandatory quarterly in‑person “surges.”
- Experience with AI/ML‑powered search and knowledge management is a key requirement.
Role overview
Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. Coinbase is a remote‑first, but not remote‑only company, with quarterly in‑person “surges.” 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, driving automation rate and customer satisfaction through AI‑powered search, personalized article experiences, and self‑service workflows.
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 (Automation Rate, Search AtR, CSAT, 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).
Benefits
- Target annual base salary range: ₹6,612,600—₹6,612,600 INR (excluding equity and bonus).
- Total compensation may include equity and bonus eligibility.
- Medical, dental, and vision benefits.
- Remote‑first company with quarterly in‑person “surges” working sessions.
- Equal Opportunity Employer.
Additional details
- Application Limit: Candidates may submit a maximum of 3 applications within a 6‑month period.
- Equal Opportunity Employer statement: All qualified applicants will receive consideration for employment without regard to protected characteristics.
- US Applicants: View Employee Rights, Know Your Rights, and E‑Verify Notice of Participation.
- Accommodations: Individuals with disabilities can request reasonable accommodations via accommodations[at]coinbase.com and can download a free compatible screen reader.
- Data Privacy & Arbitration: By submitting your application, you agree to the Candidate Privacy Notice and, for US applicants, arbitration of disputes.