Senior Product Manager, Help Center (CX Automation)

at Coinbase

📍 India

INR 6,612,600 per year

SENIOR

✅ Remote

Tech Stack
Tag name is followed by "@" symbol and proficiency level value. About proficiency levels:

1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;

3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;

7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;

10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.

AI @ 4 Data Science @ 4 GenAI Generative AI @ 6 LLM @ 4 Machine Learning Product Management @ 6 RAG @ 4 Salesforce @ 4

Details

Coinbase's CX Automation team within Enterprise Applications & Architecture engineers seamless, intelligent customer experiences by maximizing automation across support surfaces. The Senior Product Manager will own Coinbase's primary self-service channel, driving Automation Rate and customer satisfaction through AI-powered search, personalized article experiences, and self-service workflows that resolve issues before they reach an agent.

Responsibilities

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 through 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 Operations, Content Design, Engineering, and Data Science to maintain accurate, high-coverage knowledge across geographies and languages.
Define and track funnel metrics, including Automation Rate, Search AtR, CSAT, and escalation rate, and use data to drive prioritization.
Collaborate with internal platform teams and third-party vendors to keep chat, voice, and agent-tool integrations seamless and current.

Requirements

5+ years of product management experience owning customer-facing surfaces, content platforms, or self-service products.
Experience building or improving search, knowledge management, or self-service products, ideally with AI/ML-powered search, recommendations, or RAG retrieval.
Proven ability to define and use support and self-service metrics, including automation, deflection, CSAT, and escalation, to inform decisions.
Strong cross-functional collaboration skills across content, engineering, operations, and analytics without owning end-to-end UX.
Experience with Help Center or knowledge base platforms such as Contentful, Zendesk, Freshdesk, Salesforce, or similar CMS and support tooling.
Ability to use generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.