Manager, CX Consumer Content and Systems

Overview

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.

• 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

Required

• 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…