Senior Product Manager, Help Center (CX Automation)
The vacancy is well-structured with clear responsibilities and requirements, though some details could be improved.
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Overview
Join Coinbase as a Senior Product Manager for the Help Center, driving automation and customer satisfaction through AI-powered solutions. Work remotely and collaborate with cross-functional teams to enhance self-service experiences. 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.
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.
Conditions
- •The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision).
- •Annual base salary range (excluding equity and bonus): ₹6,612,600 — ₹6,612,600 INR.
- •Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
- •Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.