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.
What You’ll Be Responsible For
AI-Enabled Knowledge Strategy & Systems
- 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
Operational Excellence & Business Impact
- 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
Team Leadership & Transformation
- 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
Cross-Functional Leadership
- 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
What We’re Looking For
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
Strongly 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
What This Role Is Not
- Not a pure writing or editorial leadership role
- Not a passive people-management position
ID: P75769
Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.
Commitment to Equal Opportunity
Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.
Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).
Global Data Privacy Notice for Job Candidates and Applicants
Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.
AI Disclosure
For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.
For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.
The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment. To request a reasonable accommodation due to disability, please contact accommodations[at]coinbase.com
