Coinbase
Publicado originalmente en greenhouse · Aplica desde el sitio de la empresa para mejor experiencia.
<div class="content-intro"><p>Ready to do the most impactful work of your career? At <a href="https://www.coinbase.com/?utm_campaign=mt_o_m_w_m_m__coi_0_jd-onchain&utm_source=coinbase">Coinbase</a>, 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.” <a href="https://www.coinbase.com/careers">learn more about working at Coinbase</a>.</p></div><p class="p8i6j01 paragraph"> </p> <p class="p8i6j01 paragraph">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.</p> <h4 class="_9k2iva0 p8i6j0c _1ibi0s314 heading4 _9k2iva1">What you’ll do</h4> <ul class="p8i6j07 p8i6j02"> <li class="p8i6j0a">Own the Help Center roadmap across search quality, article strategy, AI summaries, and self-service flows serving millions of global customers.</li> <li class="p8i6j0a">Improve Automation Rate and CSAT by identifying high-impact opportunities to deflect contacts via better self-service, smarter surfacing, and proactive resolution.</li> <li class="p8i6j0a">Build AI-integrated search and content experiences with ML/LLM partners to enhance relevance, summaries, and contextual Quick Actions.</li> <li class="p8i6j0a">Partner with CX Ops, Content Design, Engineering, and Data Science to maintain accurate, high-coverage knowledge across geographies and languages.</li> <li class="p8i6j0a">Define and track funnel metrics (Automation Rate, Search AtR, CSAT, escalation rate) and use data to drive prioritization.</li> <li class="p8i6j0a">Collaborate with internal platform teams and 3P vendors to keep chat, voice, and agent-tool integrations seamless and current.</li> </ul> <h4 class="_9k2iva0 p8i6j0c _1ibi0s314 heading4 _9k2iva1">Required Skills and Experience</h4> <ul class="p8i6j07 p8i6j02"> <li class="p8i6j0a">5+ years in product management owning customer-facing surfaces, content platforms, or self-service products.</li> <li class="p8i6j0a">Experience building or improving search, knowledge management, or self-service—ideally with AI/ML-powered search, recommendations, or RAG retrieval.</li> <li class="p8i6j0a">Proven ability to define and use support/self-service metrics (automation, deflection, CSAT, escalation) to inform decisions.</li> <li class="p8i6j0a">Strong cross-functional collaboration across content, engineering, operations, and analytics without owning end-to-end UX.</li> <li>Experience with Help Center or knowledge base platforms (Contentful, Zendesk, Freshdesk, Salesforce, or similar CMS/support tooling).</li> <li class="p8i6j0a">Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality. <div class="tk0j8o1 _1ibi0s31a _1ibi0s3en"> </div> </li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><strong>Pay Transparency Notice:</strong> The target annual <strong>base</strong> salary for this position can range as detailed below. Total compensation may<strong> </strong>also include equity and bonus eligibility and benefits (including medical, dental, and vision).</p> <div id="fortidlp-input-element-parent"></div></div><div class="title">Annual base salary range (excluding equity and bonus):</div><div class="pay-range"><span>₹6,612,600</span><span class="divider">—</span><span>₹6,612,600 INR</span></div></div></div><div class="content-conclusion"><ul> <li style="font-style: italic; font-size: 8pt;"><strong><em>Application Limit: </em></strong>Candidates may submit a maximum of 3 applications within a 6-month period.</li> <li style="font-style: italic; font-size: 8pt;"><span style="font-size: 8pt;"><em><strong>Equal Opportunity Employer: </strong>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. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.</em></span></li> <li style="font-style: italic; font-size: 8pt;"><span style="font-size: 8pt;"><em><strong>US Applicants: </strong>View<a href="https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf"> Employee Rights</a>,<a href="https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf"> Know Your Rights</a>, and<a href="https://static-assets.coinbase.com/e-verify.pdf"> E-Verify</a> Notice of Participation.</em></span></li> <li style="font-style: italic; font-size: 8pt;"><span style="font-size: 8pt;"><em><strong>Accommodations: </strong>If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology?<a href="https://chromewebstore.google.com/detail/screen-reader/kgejglhpjiefppelpmljglcjbhoiplfn"> Click here</a> to download a free compatible screen reader and view the<a href="http://www.chromevox.com/tutorial/"><strong> </strong>tutorial</a>.</em></span></li> <li style="font-style: italic; font-size: 8pt;"><span style="font-size: 8pt;"><em><strong>Data Privacy & Arbitration: </strong>By submitting your application, you agree to our<a href="https://www.coinbase.com/legal/applicant_privacy_notice"> Candidate Privacy Notice</a>. US applicants: By submitting your application, you agree to<a href="https://www.coinbase.com/legal/application-arbitration-agreement"> Arbitration of Disputes</a>.<br></em></span></li> </ul> <div id="fortidlp-input-element-parent"></div></div>