Senior Product Manager, CX & AI Tooling

Coinbase

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.

Back Market

HI, WE’RE BACK MARKET. We’re here to help make tech reliable, affordable, and better than new. We're a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new. Yep, you read that right. Turns out refurbished tech is way better for the planet than new. In fact, With every device purchased on Back Market, our positive impact on the planet grows. From our Customer Care representatives to our software engineer, every individual at Back Market cuts the planet — and consumers — a break. Our mission is simple: to do more with what we already have. Are you ready to join us? ABOUT THE TEAM: The Process Manager team is critical to our mission. We own the end to end after-sales customer experience (CX), ensuring our agent processes are seamless, efficient, and customer centric. We work cross-functionally with Product, Tech, and other Operations teams to design and optimize the customer journey, leverage automation, and drive significant CX improvements. ABOUT THE ROLE: We are looking for a strategic and hands on Senior Lead Process Management to lead our team of Process Managers, responsible for the CX of their own vertical. You will be responsible for defining the vision, strategy, and prioritization of the roadmap for process improvements You will act as the key leader driving the evolution of our customer support processes, tooling, and performance across all relevant contact reasons. Your leadership will ensure we balance business efficiency with a world class customer experience. YOUR MISSION (IF YOU ACCEPT IT): 🥇 // Team Leadership & Strategy * Lead, mentor, and coach a team of Process Managers, fostering a culture of ownership, data-driven decision-making, and continuous improvement (Kaizen/Lean). * Define the long-term vision and strategic roadmap for after-sales Care Operations, ensuring alignment with Back Market's overall product, operations, and business goals. * Manage team capacity, prioritization, and execution of complex, cross-functional CX improvement projects. // Customer Experience Ownership * Serve as the ultimate owner and evangelist for the after-sales Customer Experience across the entire company. * Set the standard for customer-first process design, ensuring that new features, policies, and products incorporate great CX from inception. * Oversee the analysis of help requests, customer feedback (CSAT/NPS), and operational data to identify systemic pain points and prioritize improvement areas for the team. // Process Excellence & Automation * Define robust governance for all Care processes, ensuring clear policies, SLAs, and routing rules are established and maintained. * Drive continuous process mapping and optimization initiatives (e.g., golden path definition, exception management) to minimize recontact rates and effort for customers, agents, and sellers. * Maximize the use of automation and self-service (Intercom Workflows, Fin AI, In House Automations etc.) to deliver a scalable customer experience and maximize First Contact Resolution (FCR). * Work closely with the AI Conversation Designer and AI Knowledge Manager to set up the right customer journey with Fin AI (Intercom AI Agent). // Product & Tech Relationship * Act as the Business Leader for one of the Care Squad (called Trifecta and composed of one engineering manager, one product manager and one product designer). * Contribute to the Trifecta Vision exercise, bringing Business and Ops requirements (data backed) to the exercise. * Contribute to the squad road map planning and key initiatives impact estimation, finding compromise within the Trifecta to deliver improvements on the north star metric. * Contribute to the communication of key achievements and associated impact delivered over each quarter. // Performance & Stakeholder Management * Own the definition, monitoring, and reporting of the key performance indicators (KPIs) for the after-sales support experience (e.g., FCR, CSAT/NPS, Time to Resolve, process adoption). * Build and maintain strong, trust-based relationships with senior stakeholders across Product, Engineering, Data, and Operations. * Lead the presentation of strategic changes (e.g., Care Process Committee), effectively communicating problem scope, data analysis, rollout plans, and performance outcomes. YOU ARE IN THE RIGHT PLACE IF: ⭐ * 7+ years of experience in Operations, Customer Experience, Process Improvement, or Program Management, with a focus on after-sales or customer support within a high-growth tech or e-commerce environment. * 3+ years of experience leading and managing a team of highly analytical specialists or process managers. * Proven expertise in Customer Journey Mapping, Process Design, and Optimization (Lean/Six Sigma methodology experience vis a plus). * Deep understanding and hands-on experience with Customer Support tooling and automation (ideally Intercom or similar platforms) and leveraging AI Agents for contact deflection. * Excellent analytical skills and a strong track record of using data (SQL, Tableau, etc.) to drive prioritization and measure impact. * Excellent cross-functional collaboration and communication skills, with the ability to influence and build consensus across diverse teams (Tech, Product, Operations). * A "roll up your sleeves" attitude, balancing speed and execution with meticulous attention to CX quality. * Fluency in English is required; another language (French, German, Spanish) is a plus.   WHY SHOULD YOU JOIN US ? ✌🏼 At Back Market, we’re committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives — it’s one of the reasons we’re such a high-scoring certified B Corp company (93.2). No matter your role and seniority level, you’ll enjoy impact-driven work with hands-on career development in an innovative, driven, and fast-paced environment — with benefits to match, like: - A mission driven work environment where your day to day makes an impact on the planet. Seriously. - Hybrid work environment, with 2 remote days a week and 1 remote work week per quarter, plus 3 flex days. - Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training. At Back Market, we strive to create a workplace that embodies the world we’re trying to change. We’ve embedded our diversity, equity, and inclusion principles into our DNA — from dedicated staff to employee resource groups to our company values. We know that the perfect background for a role doesn’t mean the perfect fit — we encourage you to apply for a role even if you think you may not have all the qualifications. If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.

Coinbase

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. Coinbase's Social Experience team is the company's most visible customer experience surface, where every reply, thread, and public resolution is a brand moment and a trust signal at scale. As the Program Manager, Reactive + Support, you'll own the end-to-end reactive social support operation across X, Reddit, Facebook, Instagram, LinkedIn, and App Stores. You'll run incident command during live brand crises, own the operating model for a global CX team, and serve as the single DRI for the quality and speed of every public customer interaction on Coinbase's owned social channels.   What you’ll do:  * Own end-to-end reactive social support operations across X, Reddit, Facebook, Instagram, LinkedIn, and App Stores, including queue management, SLA ownership, staffing alignment, and coverage design * Serve as incident command lead during all social-originating CX moments (platform outages, scam waves, regulatory events, viral threads), coordinating in real time with Comms, Legal, Risk, and CX leadership * Maintain and evolve the full reactive playbook library including macros, tone frameworks, QA rubrics, and high-stress scenario guides, ensuring Social Specialists are trained, calibrated, and performing above threshold * Own the reactive feedback flywheel, routing structured signal capture from social interactions (tagging, theme analysis) to Analytics, Voice of the Customer, Product, and Brand Social teams * Drive automation and deflection strategy in partnership with internal and external teams, managing the roadmap to eliminate avoidable contacts through AI-native tooling including chatbot and agent co-pilot * Own the reactive scorecard: time to acknowledgment, time to resolution, Social CSAT, in-channel resolution rate, negative mention volume, and sentiment recovery curves Required skills and experience: * 5+ years of experience in social support, digital CX, or community operations with direct ownership of SLAs, queue performance, and agent quality at scale * Demonstrated incident or crisis response leadership during live, public-facing customer escalations including outages, fraud events, or high-visibility complaint threads * Proven ability to build and manage operating models across global, multi-vendor support teams with measurable performance outcomes (e.g., SLA attainment, CSAT improvement) * Experience owning KPI scorecards, reading sentiment trends, and translating operational signals into executive-ready narratives and decisions * Working knowledge of enterprise social support platforms (Sprinklr, Khoros, Zendesk, or equivalent) and familiarity with AI-native support tooling (chatbots, agent co-pilots, automation workflows) * Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality. P77132 Pay Transparency Notice: Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).    Annual base salary range (excluding equity and bonus): $130,900—$130,900 USD * 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.