Sr Product Manager, Help Center (CX Automation)

Job Summary

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. This isn't a place for complacency; it's a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called 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-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.