Manager, CX Consumer Content and Knowledge Systems

Coinbase Careers Page

About The Position

Ready to be pushed beyond what you think you’re capable of? At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system. To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems. Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be. While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported. As Manager of Consumer Content & Knowledge Systems, you will own the strategy, systems, and operations that power customer-facing knowledge across self-service, AI-assisted, and live support experiences. This is not a traditional content leadership role. We are looking for a technology-fluent operator who understands how customer experience, knowledge delivery, and AI are converging, and can lead a team through that transformation. You will be accountable for ensuring the right information is delivered to the right customer, through the right channel, at the right moment—at scale and with measurable business impact. Writing and editing are table stakes; system design, analytics, and executional rigor are the differentiators. Your scope spans a high-volume ecosystem and requires close partnership with Analytics, Product, Engineering, and Operations.

Requirements

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

Nice To Haves

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

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