Senior Product Manager, Help Center – CX Automation

This is a fully remote position, open to applicants in India.

📋 Description

• Take ownership of the Help Center roadmap, focusing on search quality, article strategy, AI summaries, and self-service flows that cater to millions of customers worldwide.

• Enhance Automation Rate and Customer Satisfaction (CSAT) by pinpointing high-impact opportunities to reduce contacts through improved self-service, intelligent surfacing, and proactive resolutions.

• Develop AI-integrated search and content experiences in collaboration with ML/LLM partners to boost relevance, summaries, and contextual Quick Actions.

• Collaborate with CX Operations, Content Design, Engineering, and Data Science to ensure accurate and comprehensive knowledge coverage across various geographies and languages.

• Establish and monitor funnel metrics (Automation Rate, Search AtR, CSAT, escalation rate) and leverage data to prioritize initiatives.

• Work with internal platform teams and third-party vendors to ensure chat, voice, and agent-tool integrations are seamless and up-to-date.

⛳️ Requirements

• A minimum of 5 years in product management, specifically managing customer-facing interfaces, content platforms, or self-service products.

• Proven experience in building or enhancing search functionalities, knowledge management, or self-service solutions—preferably with AI/ML-enhanced search, recommendations, or RAG retrieval.

• Demonstrated capability to define and utilize support/self-service metrics (automation, deflection, CSAT, escalation) to guide decision-making.

• Strong ability to collaborate cross-functionally across content, engineering, operations, and analytics without overseeing the complete user experience.

• Familiarity with Help Center or knowledge base platforms (such as Contentful, Zendesk, Freshdesk, Salesforce, or similar CMS/support tools).

• Responsible use of generative AI, ensuring human oversight to produce business-ready outputs and achieve measurable improvements in workflow efficiency, cost, and quality.

🏝️ Benefits

• Total compensation may include equity, bonus eligibility, and benefits (including medical, dental, and vision).