Senior Product Manager, Help Center (CX Automation)

Coinbase, Inc.; United States; On-site; 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 seeks a Senior Product Manager to enhance its Help Center through AI-driven self-service solutions. Ideal candidates have experience in product management, particularly with AI and ML applications in customer-facing platforms.

In this role, you will manage the roadmap for Coinbase's Help Center, focusing on improving search quality and self-service flows for millions of users. You will leverage AI and ML to enhance content relevance and customer satisfaction metrics.

You will collaborate with cross-functional teams, including CX Ops, Engineering, and Data Science, to ensure a seamless integration of AI solutions.

Success will be measured through key performance indicators like Automation Rate and Customer Satisfaction.