Manager, Consumer Content

April 27

Coinbase

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We're building an open financial system for the world.

Digital Currency • Software • Payment Processing • Bitcoin • Technology

1001 - 5000

💰 $21.4M Post-IPO Equity on 2022-11

Description

• Partner cross-functionally with our Operations, Customer Success, Product, Self-Service and Automation, and Quality Assurance teams to eliminate customer friction, improve first-contact resolution, and reduce OpEx through effective, targeted content • Manage design, production, and governance of all Consumer support content libraries and information systems to facilitate successful self-service, automation, and live support customer journeys • Design, champion and own delivery of the Consumer Content team’s KPIs and strategic roadmap • Measure and continually improve Consumer content performance and business impact • Support and develop a lean team of star performers in a high growth, high pressure environment

Requirements

• 4+ years of experience leading global knowledge management or content strategy in a scaled customer support environment • 2+ years of experience building and leading high-performing, globally distributed teams • Highly effective written and verbal communicator who interacts with clarity and purpose at all levels of the organization • Demonstrated ability to lead indirectly and through influence to solve complex business problems • Experience using AI/LLMs to create, refine, and localize content; expert understanding of current limitations and emerging capabilities • Results-oriented professional with an ownership mentality and a track record of success in rolling up their sleeves • Demonstrated experience defining multi-year program strategies and KPIs aligned to overarching business objectives • Skilled and flexible operator adept at executing quickly to deliver business impact and pivoting to meet rapidly evolving business needs • Experience successfully operationalizing content work across individuals with disparate skill levels

Benefits

• target bonus + target equity + benefits (including medical, dental, vision and 401(k))