Senior Product Manager Help Center CX Automation

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.

What you’ll do

• 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.

Required Skills and Experience

• 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.