[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

  • Coinbase is a crypto exchange and wallet platform that allows merchants and consumers to buy, sell, and store digital currencies. It was founded in 2012, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.coinbase.com.

    • Company H1B Sponsorship

  • Coinbase has a track record of offering H1B sponsorships, with 181 in 2025, 92 in 2024, 96 in 2023, 284 in 2022, 183 in 2021, 66 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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