高级产品经理，帮助中心（客户体验自动化）
Senior Product Manager, Help Center (CX Automation)
准备好开展职业生涯中最有影响力的工作了吗？在 Coinbase，我们对提升经济自由的使命毫不妥协。标准很高，环境紧张，我们喜欢这样。这里不是安于现状的地方，而是让你突破自我认知极限的地方。如果你准备与那些不愿满足于“足够好”的人一起打造金融的未来，你就在正确的地方。Coinbase 是以远程优先的公司，但并非仅限于远程。期待每季度进行一次高强度的线下工作会，称为“冲刺”。
了解在 Coinbase 工作的更多信息。
CX 自动化团队隶属于企业应用与架构部门，通过在支持界面最大化自动化，打造无缝、智能的客户体验。作为帮助中心的高级产品经理，你将负责 Coinbase 的主要自助服务渠道——大多数客户最初寻求支持的地方。你将通过构建人工智能驱动的搜索、个性化文章体验和自助服务流程来提高自动化率和客户满意度，从而在问题到达客服人员之前解决它们。
你将负责
- 负责帮助中心的路线图，涵盖搜索质量、文章策略、AI 摘要和为数百万全球客户提供服务的自助流程。
- 通过识别高影响力的自助服务机会，提高自动化率和 CSAT（客户满意度），包括更好的自助服务、更智能的内容展示和主动解决问题。
- 与 ML/LLM 合作伙伴合作，构建集成人工智能的搜索和内容体验，以增强相关性、摘要和上下文相关的快速操作。
- 与 CX 运营、内容设计、工程和数据科学团队合作，确保在全球各地和多种语言中保持准确且覆盖广泛的知识库。
- 定义并跟踪漏斗指标（自动化率、搜索点击率、CSAT、升级率），并利用数据驱动优先级排序。
- 与内部平台团队和第三方供应商协作，确保聊天、语音和客服工具的集成顺畅且最新。
所需技能和经验
- 5 年以上产品管理经验，负责面向客户的界面、内容平台或自助服务产品。
- 有构建或改进搜索、知识管理或自助服务的经验，最好是使用 AI/ML 驱动的搜索、推荐或 RAG 检索。
- 具备定义和使用支持/自助服务指标（自动化、拦截、CSAT、升级）来做出决策的实际能力。
- 在内容、工程、运营和分析领域具备强大的跨职能协作能力。
查看英文原文
Ready to do the most impactful work of your career? At Coinbase, 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.” learn more about working at Coinbase.
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 Experience
- 5+ years in product management owning customer-facing surfaces, content platforms, or self-service products.
- Experience building or improving search, knowledge management, or self-service—ideally with AI/ML-powered search, recommendations, or RAG retrieval.
- Proven ability to define and use support/self-service metrics (automation, deflection, CSAT, escalation) to inform decisions.
- Strong cross-functional collaboration across content, engineering, operations, and analytics without owning end-to-end UX.
- Experience with Help Center or knowledge base platforms (Contentful, Zendesk, Freshdesk, Salesforce, or similar CMS/support tooling).
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision).
Annual base salary range (excluding equity and bonus):
₹6,612,600—₹6,612,600 INR
- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
- Equal Opportunity Employer: 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.
- US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
- Accommodations: 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? Click here to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.