# Senior Product Manager, Help Center

**Company:** [Coinbase](https://hotfix.jobs/companies/coinbase)
**Location:** Remote
**Role:** Product Management
**Experience:** 5+ years
**Skills:** Product Management, AI/ML, Search, Knowledge Management, RAG, Generative AI, Contentful, Zendesk, Freshdesk, Salesforce, Cms, Data Science, Csat, Chat Integrations, Voice Integrations
**Posted:** 2026-07-06

> Own the Help Center product roadmap and improve customer self-service through AI-powered search, content experiences, and workflows. The role requires 5+ years of product management experience, familiarity with knowledge-base platforms, and strong data-driven cross-functional collaboration.

## Job Description

## 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, including Automation Rate, Search AtR, CSAT, and escalation rate, and use data to drive prioritization.
- Collaborate with internal platform teams and third-party vendors to keep chat, voice, and agent-tool integrations seamless and current.

## Requirements

- 5+ years of product management experience 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 retrieval-augmented generation (RAG).
- Proven ability to define and use support and self-service metrics, including automation, deflection, CSAT, and 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 such as Contentful, Zendesk, Freshdesk, Salesforce, or similar CMS and support tooling.
- Ability to use generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

## Compensation and Benefits

- Annual base salary: **₹6,612,600 INR**.
- Total compensation may also include equity and bonus eligibility.
- Benefits include medical, dental, and vision coverage.

## Similar jobs

- [Senior Product Manager, Fintech](https://hotfix.jobs/jobs/ba666e00-d366-4bf7-a0e4-742c1c547442) - LeafLink - Remote - $115k – $155k/yr
- [Senior Product Manager - AI/ML](https://hotfix.jobs/jobs/b05be6f3-56ef-46bf-b673-13f1d10ab6c1) - Clickhouse - Remote - $170k – $242k/yr
- [Growth Product Lead, Benefits Marketplace & PEO](https://hotfix.jobs/jobs/c67bdad3-267b-4d8e-9fa6-5d4e02234149) - Rippling - Bengaluru, India
- [Senior Product Manager](https://hotfix.jobs/jobs/9a52233d-1268-4cc1-826f-3146998b70ef) - MongoDB - Gurugram, India
- [Product Lead, Devices](https://hotfix.jobs/jobs/aec4b819-9475-44ff-a032-6d8ee119e57f) - Rippling - Bengaluru, India

**Apply:** https://hotfix.jobs/jobs/80fb1d4f-2e75-4c86-b0dd-fdcd465b18fc
**Canonical:** https://hotfix.jobs/jobs/80fb1d4f-2e75-4c86-b0dd-fdcd465b18fc