Senior Product Manager, Help Center (CX Automation)
The Blockchain Association is the collective voice of the crypto industry in the United States. It represents over 100 members from the sector's leading investors, companies, and projects to advocate for a pro-innovation national policy and regulatory framework for the crypto economy.
Funding
Investors
About Blockchain Association
Blockchain Association is the collective voice of the crypto industry in the United States. With over 100 members, including the sector’s leading investors, companies, and projects, it works to support a future-forward, pro-innovation national policy and regulatory framework for the crypto economy. The association's mission is to advance the future of crypto in the U.S. by promoting the potential of blockchain technology and shaping policy that ensures its success.
Skills
About the Role
You will own Coinbase's primary self-service channel, the Help Center, where most customers first seek support. You will 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. You will work closely with cross-functional partners across content, engineering, operations, and analytics to keep the knowledge base accurate and effective across geographies and languages, while using data to guide your prioritization decisions.
Requirements
- 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
Responsibilities
- 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 such as Automation Rate, Search AtR, CSAT, and 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
Benefits
- Equity
- Bonus eligibility
- Medical, dental, and vision benefits