Senior Product Manager, Help Center (CX Automation)

📋 Description

• Own the Help Center roadmap for search quality and self-service flows.
• Improve automation rate and CSAT via better self-service and proactive resolution.
• Build AI-powered search and content experiences with ML/LLM partners.
• Collaborate with CX Ops, Content Design, Eng, and Data Science to cover multilingual knowledge.
• Define and track metrics: Automation Rate, CSAT, and escalation.
• Collaborate with platform teams and vendors to maintain chat/voice integrations.

🎯 Requirements

• 5+ years in product management on customer-facing surfaces.
• Experience building search or knowledge bases with AI/ML-powered search or RAG.
• Proven ability to define and use self-service metrics like automation, deflection, and CSAT.
• Strong cross-functional collaboration across content, engineering, operations, and analytics.
• Experience with Help Center/KB platforms (Contentful, Zendesk, Salesforce).
• Uses generative AI responsibly, with human oversight to improve outputs.

🎁 Benefits

• Equal Opportunity Employer.
• Accommodations available for accessibility requests.
• Remote-first with quarterly in-person surges.