Senior Program Manager, Customer Experience Programs

At Coinbase, our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web3 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.

Ready to #LiveCrypto? Who you are:

• You’ve got positive energy. You’re optimistic about the future and determined to get there.
• You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
• You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
• You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
• You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.
• You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0.

The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value-added Customer Support in Crypto. Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience. The CX Programs team is responsible for the strategy, planning and project management for the Global Consumer Support (GCS) Organization. We utilize people, processes and technology to transform the CX Support experience in partnership with Operations. We also bridge the gap between Coinbase’s Support and Product functions to act as the Voice of Customer to strive for a more effortless CX and build great experiences in-product.

As a Senior Program Manager, you will be responsible for managing and optimizing operational processes and leveraging technology to significantly boost productivity and quality to ensure exceptional customer service experiences. You will work closely with cross-functional teams to streamline operations, improve efficiency and change manage new concepts and processes to a large network effectively. You’ll thrive in this role if you have experience forming relationships and influencing cross-functional teams, analyzing data to produce concrete recommendations, and deliver high quality projects on time.

The ideal candidate will have a customer-centric mindset, a deep understanding of customer service operations, strong project management skills and adaptability to a fast paced environment. Top candidates will have a natural desire to continually improve customer experiences, agent experiences and the product, enormous user empathy and can maintain a calm demeanor in high stress situations. People describe our ideal Sr. Program Manager as data-driven, accountable, organized and customer focused.

What You’ll Be Doing (ie. Job Duties)

• Develop and deliver proposals and presentations to stakeholders, providing insights on operational performance and CX opportunities
• Stay up to date on industry trends, best practices and emerging technologies to drive innovation in CX Operations and Product
• Establish and maintain Standard Operating Procedures (SOPs) to ensure consistency and efficiency in customer service operations
• Develop and implement strategies to optimize customer service operations and drive continuous improvement
• Collaborate with various cross-functional teams, including (but not limited to) Operations, Product, Tooling, Analytics, Knowledge Management, Training and Workforce Management
• Develop and propose Objectives and Key Results (OKRs) and develop detailed glidepaths to reach goals on a bi-annual basis but continually refine as needs of the business change
• Act with urgency to ensure priority items are progressed through having a bias for action and focusing on the 20% of work that will get 80% of the impact
• Identify and analyze data, customer feedback and trends to identify areas for improvement and implement corrective actions

What We Look For In You (ie. Job Requirements)

• Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
• Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
• Track record of developing and implementing mechanisms that enabled quality to scale 10x
• Excellent analytical and problem-solving abilities, with a data-driven mindset
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
• 6+ years of proven experience in Program Management, Customer Support Operations or Product Operations
• Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base, including a deep passion for products within the broader crypto space.

Nice To Haves

• Previous experience in Tech, Crypto, Finance or Fintech
• Advanced understanding of Google Apps, Jira or Salesforce
• Experience utilizing AI to transform operations
• Familiarity with Lean or Six Sigma methodologies

Position ID: P29241

Commitment to Equal Opportunity

Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view Pay Transparency, Employee Rights and Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to accommodations[at]coinbase.com and let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).

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