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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.

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.

Required Skills and Experie

📌 Senior Product Manager, Help Center (Bengaluru)
🏢 Coinbase
📍 Bengaluru