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[Remote] Manager, CX Consumer Content and Knowledge Systems
Note: The job is a remote job and is open to candidates in USA. Coinbase is on a mission to increase economic freedom in the world and is seeking a Manager of Consumer Content & Knowledge Systems. This role involves owning the strategy and operations that power customer-facing knowledge across various support experiences, requiring a technology-fluent operator who can lead a team through the convergence of customer experience and AI.
Responsibilities
- Own the end-to-end knowledge ecosystem supporting self-service, AI/LLM experiences, and live agent workflows
- Design and evolve content and information architectures optimized for retrieval, automation, and AI consumption—not just human readers
- Partner with ML, Automation, and Engineering teams to ensure knowledge is structured, governed, and instrumented for AI use cases
- Define, own, and deliver against clear KPIs tied to customer outcomes (e.g. deflection, FCR, handle time, containment) and OpEx reduction
- Translate knowledge usage into hard, defensible metrics using BI tools; ensure decisions are data-driven, not anecdotal
- Run a tight operating cadence: capacity planning, prioritization, roadmap delivery, and execution tracking
- Lead and develop a high-performing team of content and knowledge professionals, evolving skills toward a tech-enabled future state
- Actively manage team capacity, role clarity, and performance in a fast-moving, high-expectations environment
- Set clear standards for quality, speed, accountability, and outcomes—not just output
- Partner deeply with Operations, CX Strategy, Analytics, Product, QA, and Automation to eliminate customer friction and improve end-to-end journeys
- Influence without authority to align stakeholders on priorities, tradeoffs, and sequencing
- Represent Consumer Content as a strategic lever for CX transformation, not a downstream service function
Skills
- 4+ years leading knowledge management, content systems, or CX enablement in a scaled support environment
- 2+ years building and managing globally distributed teams with clear operational accountability
- Strong fluency in AI/LLMs applied to knowledge delivery, including practical understanding of limitations, risks, and emerging capabilities
- Demonstrated ability to use BI and analytics systems (e.g. Looker or equivalent) to measure performance and drive decisions
- Proven experience tying content or knowledge investments to quantifiable CX and cost outcomes
- Operator mindset: disciplined execution, comfort with ambiguity, and ability to move from strategy to delivery quickly
- Experience defining and delivering multi-year roadmaps aligned to business objectives
- Experience designing or operating knowledge systems used by automation, bots, or AI-assisted agents
- Familiarity with modern CMS platforms and workflow tooling (e.g. Jira)
- Background in frontline CX, QA, or CX analytics
- Experience in fintech, crypto, or other highly regulated, high-complexity environments
- Exposure to UX, information architecture, or retrieval-based system design
Benefits
- Bonus eligibility
- Equity eligibility
- Benefits (including medical, dental, vision and 401(k))
Company Overview
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