Content & Knowledge Operations Specialist at Coinbase helps manage structured knowledge and content to enhance customer experience through AI and automation. Collaborating cross-functionally to optimize operations.
Responsibilities
Implement and maintain structured knowledge and content in support of self-service, AI-assisted, and agent workflows.
Execute on cross-functional content and knowledge requests, ensuring quality, timeliness, and adherence to governance standards.
Support rollout of new knowledge systems, content workflows, and automation initiatives.
Track and analyze knowledge usage, performance, and trends, translating findings into actionable recommendations.
Partner with Analytics to measure the impact of knowledge on CX outcomes (deflection, first-contact resolution, handle time, OpEx).
Work closely with Product, Operations, Automation, and QA teams to align knowledge operations with broader CX initiatives.
Provide guidance and feedback on knowledge workflows and operational best practices.
Support capacity planning, prioritization, and execution tracking across knowledge initiatives.
Identify inefficiencies or gaps in workflows and propose process improvements.
Ensure governance, quality standards, and operational SLAs are maintained consistently.
Requirements
2+ years of experience in content strategy, knowledge management, CX operations, or similar operational roles.
Experience managing structured content or knowledge systems in a high-volume, high-growth environment.
Strong comfort with technology, automation tools, and/or AI-assisted workflows.
Demonstrated ability to use data and analytics to drive decisions and optimize operational outcomes.
Strong project management skills: prioritization, capacity management, and deadline execution.
Excellent collaboration and communication skills with cross-functional teams.
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