Coinbase · 11 hours ago
Manager, CX Consumer Content and Knowledge Systems
San Francisco, CA
Full-time
Hybrid
Mid, Senior Level
$149K/yr - $175K/yr
4+ years expCoinbase is a company focused on increasing economic freedom through cryptocurrency and blockchain technology. They are seeking a Manager of Consumer Content & Knowledge Systems who will own the strategy and operations for customer-facing knowledge, ensuring the right information is delivered through various channels. The role requires a technology-fluent operator to lead a team and drive measurable business impact through effective knowledge management.
FinTechCrypto & Web3PaymentsBitcoinBlockchainCryptocurrencyTrading Platform
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
Qualification
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 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
Preferred
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
Coinbase
Coinbase is a crypto exchange and wallet platform that allows merchants and consumers to buy, sell, and store digital currencies.
1001-5000 employees
H1B Sponsorship
Coinbase has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (181)
2024 (92)
2023 (96)
2022 (284)
2021 (183)
2020 (66)
Funding
Current Stage
Public CompanyTotal Funding
$4.45BKey Investors
ARK Investment ManagementDFJ Growth,DG VENTURESTiger Global Management
2025-08-05Post Ipo Debt· $2.6B
2025-03-04Post Ipo Equity· $8M
2024-03-13Post Ipo Debt· $1.1B
Leadership Team
Brian Armstrong
CEO & Co-Founder
Alesia Haas
Chief Financial Officer
Recent News
2026-02-09
2026-02-09
Company data provided by crunchbase