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Tier-1 brand, remote role, mid-level product title, and broad AI/CX skills create high applicant competition.
Core product management skills transfer, but Help Center, CX automation, and platform knowledge require domain-specific experience.
Explicit 5+ years requirement plus mandatory PM, Help Center platform, and AI/metrics experience makes filters strict.
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Own and drive the roadmap for Coinbase’s Help Center, focusing on search quality, article strategy, AI summaries, and self-service flows impacting millions of global customers.
Improve key metrics such as Automation Rate and Customer Satisfaction by identifying and implementing solutions to deflect contacts through enhanced self-service and proactive issue resolution.
Collaborate with ML/LLM teams and cross-functional partners (CX Ops, Content Design, Engineering, Data Science) to build AI-powered search and content experiences, maintain knowledge accuracy, and integrate with internal and 3P platforms.
5+ years of product management experience owning customer-facing surfaces, content platforms, or self-service products.
Experience with search, knowledge management, or self-service products, ideally involving AI/ML-powered search, recommendations, or retrieval augmentation.
Familiarity with Help Center or knowledge base platforms such as Contentful, Zendesk, Freshdesk, Salesforce, or similar CMS/support tools.
Work Experience Required: 5+ years in product management roles related to customer-facing or self-service products.
Experienced in using support/self-service metrics (automation, deflection, CSAT, escalation) to drive prioritization and product decisions.
Capable of working cross-functionally with diverse teams including analytics, engineering, and operations to deliver AI-integrated customer experience solutions.
Has strategic understanding and practice employing generative AI responsibly, ensuring human oversight while improving workflow efficiency, cost, and quality.