Own the Help Center roadmap across search quality, article strategy, AI summaries, and self-service flows serving millions of global customers.
- Improve Automation Rate and CSAT through better self-service, smarter surfacing, and proactive resolution.
- Build AI-integrated search and content experiences with ML/LLM partners to improve relevance, summaries, and contextual Quick Actions.
- Partner with CX Ops, Content Design, Engineering, and Data Science to maintain accurate, high-coverage knowledge across geographies and languages.
- Define and track funnel metrics, including Automation Rate, Search AtR, CSAT, and escalation rate, and use data to drive prioritization.
- Collaborate with internal platform teams and third-party vendors to keep chat, voice, and agent-tool integrations seamless and current.
Requirements:
- 5+ years in product management owning customer-facing surfaces, content platforms, or self-service products.
- Experience building or improving search, knowledge management, or self-service, ideally with AI/ML-powered search, recommendations, or RAG retrieval.
- Ability to define and use support and self-service metrics, including automation, deflection, CSAT, and escalation.
- Strong cross-functional collaboration across content, engineering, operations, and analytics.
- Experience with Help Center or knowledge base platforms such as Contentful, Zendesk, Freshdesk, Salesforce, or similar CMS/support tooling.
- Responsible use of generative AI with human oversight to deliver business-ready outputs and measurable improvements in workflow efficiency, cost, and quality.
Candidates may submit a maximum of 3 applications within a 6-month period.