Manager, CX Consumer Content and Knowledge Systems

📋 Description

• • As the Manager, CX Consumer Content and Knowledge Systems at Coinbase, you will be at the forefront of shaping how our global customer base accesses information, driving efficiency and satisfaction across all support channels.
• • This pivotal role transcends traditional content management, demanding a technology-fluent operator who understands the intricate convergence of customer experience, knowledge delivery, and cutting-edge AI technologies, particularly Large Language Models (LLMs).
• • You will be entrusted with the strategic vision, system architecture, and operational execution of our entire customer-facing knowledge ecosystem, ensuring seamless delivery of accurate and timely information.
• • Your primary accountability is to guarantee that the right information reaches the right customer, through the most effective channel, at the precise moment they need it, all while operating at scale and demonstrating measurable business impact.
• • While strong writing and editing skills are foundational, this role emphasizes system design, analytical prowess, and rigorous execution as key differentiators for success.
• • You will oversee a high-volume, dynamic ecosystem, requiring deep and collaborative partnerships with Analytics, Product, Engineering, and Operations teams to achieve strategic objectives.
• • AI-Enabled Knowledge Strategy & Systems:
• • Take ownership of the complete knowledge lifecycle, from creation and curation to delivery and optimization, supporting self-service portals, AI/LLM-powered interactions, and live agent workflows.
• • Architect and continuously refine content and information structures, prioritizing machine readability and AI consumption alongside human comprehension to maximize retrieval efficiency and automation potential.
• • Collaborate intimately with Machine Learning, Automation, and Engineering departments to ensure knowledge assets are meticulously structured, governed, and instrumented to support advanced AI use cases and future innovations.
• • Operational Excellence & Business Impact:
• • Define, champion, and rigorously track key performance indicators (KPIs) directly linked to customer outcomes, such as deflection rates, first-resolution rates (FCR), average handle times, and containment metrics, alongside operational expenditure (OpEx) reduction.
• • Leverage Business Intelligence (BI) tools and advanced analytics to translate knowledge usage patterns and system performance into concrete, defensible metrics, ensuring all strategic decisions are data-driven and evidence-based.
• • Implement and maintain a disciplined operating cadence, encompassing meticulous capacity planning, strategic prioritization, agile roadmap delivery, and proactive execution tracking to ensure consistent progress and predictable outcomes.
• • Team Leadership & Transformation:
• • Lead, mentor, and develop a high-performing team of content strategists, knowledge managers, and operational specialists, fostering a culture of continuous learning and upskilling towards a technology-enabled future state.
• • Proactively manage team capacity, ensure role clarity, and drive performance within a fast-paced, high-expectation environment, setting clear benchmarks for quality, speed, accountability, and impactful results rather than mere output.
• • Cultivate an environment where team members are empowered to innovate, challenge the status quo, and contribute to the strategic evolution of our knowledge systems.
• • Cross-Functional Leadership:
• • Forge robust partnerships with Operations, CX Strategy, Analytics, Product Management, Quality Assurance, and Automation teams to systematically identify and eliminate customer friction points and enhance end-to-end customer journeys.
• • Employ strong influencing skills, even without direct authority, to align diverse stakeholders on critical priorities, navigate complex tradeoffs, and establish a clear sequencing of initiatives.
• • Champion the strategic importance of Consumer Content and Knowledge Systems, positioning it as a vital lever for overall CX transformation rather than a peripheral support function.
• • Act as a key advocate for the customer, ensuring their needs and experiences are central to all knowledge system design and operational decisions.