Senior Product Manager, Help Center (CX Automation)

The CX Automation team focuses on maximizing automation across support surfaces. This role owns the Help Center as Coinbase's main self-service channel, driving automation rate and customer satisfaction through AI-powered search, article strategy, and self-service workflows that resolve issues before reaching a human agent. The role involves partnering with CX Ops, Content Design, Engineering, and Data Science to maintain accurate knowledge across geographies and languages, and defining metrics to guide prioritization.

• 5+ years of product management experience owning customer-facing surfaces, content platforms, or self-service products; experience improving search, knowledge management, or self-service, ideally with AI/ML-powered search or RAG retrieval; ability to define and use support metrics such as automation rate, deflection, CSAT, and escalation rate; strong cross-functional collaboration skills; experience with Help Center or knowledge base platforms like Contentful, Zendesk, Freshdesk, or Salesforce; responsible use of generative AI tools.