Senior Product Manager - Help Center AI & CX

Coinbase, Inc.; United States; Remote; USD 140,000 - 190,000; Full time

Job summary

Coinbase, Inc. is seeking a Senior Product Manager to elevate the Help Center by applying AI-driven self-service capabilities. You will own the product roadmap and focus on search quality and intuitive self-service flows for millions of Coinbase users.

Collaborating with CX Ops, Engineering and Data Science, you will translate data and customer feedback into scalable AI solutions, measure success with Automation Rate and CSAT, and iterate rapidly to improve customer outcomes.

Qualifications

• Experience applying AI/ML in customer-facing platforms.
• Proven ability to own and drive product roadmaps.
• Strong collaboration with CX Ops, Engineering and Data Science.

Responsibilities

• Own the Help Center roadmap and prioritize initiatives.
• Improve search quality and self-service flows for millions of users.
• Collaborate with CX Ops, Engineering and Data Science to integrate AI solutions.
• Monitor KPIs like Automation Rate and CSAT and iterate accordingly.

Skills

AI/ML in product mgmt

Roadmap ownership

Cross-functional collaboration

Data-driven decision making

Job description

Coinbase, Inc. is seeking a Senior Product Manager to elevate the Help Center by applying AI-driven self-service capabilities. You will own the product roadmap and focus on search quality and intuitive self-service flows for millions of Coinbase users.

Collaborating with CX Ops, Engineering and Data Science, you will translate data and customer feedback into scalable AI solutions, measure success with Automation Rate and CSAT, and iterate rapidly to improve customer outcomes.