高级产品经理，帮助中心（客户体验自动化）
查看雇主原标题
Senior Product Manager, Help Center (CX Automation)Coinbase · Remote - 印度
职位信息来自雇主公开的招聘页面。申请前请务必在雇主官网核实详情。
为什么值得关注？
发现指数 50/100，仅依据与该职位一起存储的证据计算。
- 新的雇主官方职位
- 远程职位
分数构成
- 时效性 （随职位发布时间变化）+18
- 雇主官方来源+15
- 远程职位+8
- 稀有职位+1
- 公司来源健康度+8
该职位未包含：已披露薪资、提及签证担保、提及搬迁、未出现在监控的职位板上。
这些理由来自雇主自己的职位描述与我们核实过的来源检查结果。除了已存储的信号之外，我们不做任何推测。
职位描述
机器翻译准备好从事你职业生涯中最有影响力的工作了吗？在 Coinbase，我们在增加经济自由的使命上绝不妥协。标准很高，环境紧张，而我们喜欢这样。这里不适合安于现状的人，而是一个让你被推向自认为极限之外的地方。如果你准备好与那些拒绝满足于“足够好”的人一起构建金融的未来，这里就是你的归属。Coinbase 是一家远程优先、但并非仅限远程的公司。预计每季度会聚在一起进行名为“surges”的高强度线下工作会议。了解更多关于在 Coinbase 工作的信息。
Enterprise Applications & Architecture 内的 CX Automation 团队通过最大化支持渠道的自动化，打造无缝、智能的客户体验。作为 Help Center 的高级产品经理，你将负责 Coinbase 的主要自助服务渠道——大多数客户首次寻求支持的地方。你将通过构建 AI 驱动的搜索、个性化文章体验和自助服务工作流，在问题到达客服人员之前就予以解决，从而推动 Automation Rate 和客户满意度。
岗位职责
• 负责 Help Center 路线图，涵盖搜索质量、文章策略、AI 摘要和自助服务流程，服务全球数百万客户。
• 通过更好的自助服务、更智能的展示和主动解决，识别高影响力机会来分流联系，从而提升 Automation Rate 和 CSAT。
• 与 ML/LLM 合作伙伴一起构建 AI 集成的搜索和内容体验，以增强相关性、摘要和上下文 Quick Actions。
• 与 CX Ops、Content Design、Engineering 和 Data Science 合作，维护跨地域和语言准确、高覆盖率的知识。
• 定义并跟踪漏斗指标（Automation Rate、Search AtR、CSAT、升级率），并用数据推动优先级排序。
• 与内部平台团队和 3P 供应商协作，确保聊天、语音和客服工具集成无缝且保持最新。
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——最好具备 AI/ML 驱动的搜索、推荐或 RAG 检索经验。
• 已证明有能力定义并使用支持/自助服务指标（自动化、分流、CSAT、升级）来为决策提供依据。
• 在内容、工程、运营和分析之间具备强大的跨职能协作能力，且不负责端到端 UX。
• 有 Help Center 或知识库平台经验（Contentful、Zendesk、Freshdesk、Salesforce 或类似 CMS/支持工具）。
• 负责任地使用生成式 AI，保持人工监督，以交付可用于业务的成果，并推动工作流效率、成本和质量的可衡量改进。
薪酬透明度声明：该职位的目标年度基本工资范围如下。总薪酬还可能包括股权和奖金资格以及福利（包括医疗、牙科和视力）。
年度基本工资范围（不包括股权和奖金）： ₹6,612,600 — ₹6,612,600 INR
• 申请限制：候选人在 6 个月内最多可提交 3 份申请。
• 平等机会雇主：Coinbase 是平等机会雇主。所有合格申请人都会获得录用考虑，不因种族、肤色、宗教、性别、性取向、性别认同、国籍、残疾、受保护退伍军人身份或遗传信息而受到歧视。有犯罪历史的申请人将根据适用的联邦、州和地方法律予以考虑。
• 美国申请人：查看 Employee Rights、Know Your Rights 和 E-Verify Notice of Participation。
• 便利安排：如果你是残障人士且需要合理便利，请将你的请求和联系信息发送至 accommodations[at]coinbase.com。需要屏幕阅读技术？点击此处下载免费的兼容屏幕阅读器并查看教程。
• 数据隐私与仲裁：提交申请即表示你同意我们的 Candidate Privacy Notice。美国申请人：提交申请即表示你同意 Arbitration of Disputes。
以上内容由机器翻译自动生成，可能存在错误；投递前请以雇主原文为准。
查看雇主原文
职位描述
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.
岗位职责
• 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 .