Coinbase
Senior Product Manager, Help Center (CX Automation)
Формат работы: удалённо (Remote - India)
☑️ Чем предстоит заниматься
- 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
☑️ Наши пожелания к кандидатам
- 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
