Senior Program Manager, CX Programs

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At Coinbase, our mission is toincrease economic freedom around the world (https://blog.coinbase.com/our-mission-strategy-and-culture-18a92a3bb0fa) , 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 aculture (https://blog.coinbase.com/culture-at-coinbase-f0e1c2a99aff) like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to ourmission-focused approach (https://blog.coinbase.com/coinbase-is-a-mission-focused-company-af882df8804) 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’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0.

• 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 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 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 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.

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 Customer Success & Trust (GCST) 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 designing and implementing new support strategies. You will manage and optimize operational processes and leverage technology to significantly boost productivity and quality to ensure exceptional customer service experiences. You will work closely with cross-functional teams to launch new operations, improve efficiency with pre-existing operations and change-manage new concepts and processes to a large network effectively. You’ll thrive in this role if you have experience taking something from 0 to 1, forming relationships and influencing cross-functional teams, analyzing data to produce concrete recommendations, and deliver high quality projects on time.

The ideal candidate will be crypto-forward, 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 an out-of-the-box thinker, data-driven, accountable, and customer focused.

What you’ll be doing (ie. job duties): To be completed by all business teams except Eng.

• Design, develop and propose new support strategies for Coinbase Customers that are catered to new and existing products such as Wallet, and drive the end-to-end execution.

• Identify support strategies to meet the future of Web3 that protects customers from bad actors, while ensures they get the support they need

• Proactively identify, innovate and implement solutions to enhance efficiency and effectiveness within the organization. Deliver high-impact results with minimal guidance, setting a precedence for tempo and excellence.

• Collaborate with various cross-functional teams, including (but not limited to) Operations, Product, Tooling, Analytics, Knowledge Management, Training and Workforce Management

• 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

• Establish and maintain Standard Operating Procedures (SOPs) to ensure consistency and efficiency in customer service operations

• Stay up to date on industry trends, best practices and emerging technologies to drive innovation in Web3 Support

• Develop and deliver proposals and presentations to stakeholders, providing insights on operational performance and CX opportunities

What we look for in you (ie. job requirements): To be completed by all business teams except Eng.

• 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.

• 6+ years of proven experience in Program Management, Customer Support Operations or Product Operations

• Previous experience in Tech, Crypto, or FinTech

• 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

• Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization

Nice to haves:

• Experience with Decentralized Social Media platforms such as Discord, Farcaster, Warpcast, Bluesky or Mastodon

• Familiarity with Lean or Six Sigma methodologies

• Advanced understanding of Google Apps, Jira or Salesforce

• Experience utilizing AI to transform operations

Job #: P58396

Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also includetarget bonus + target equity + benefits (including medical, dental, vision and 401(k)).

Pay Range:

$153,000—$180,000 USD

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 the Know Your Rights noticehere (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf) . Additionally, Coinbase participates in theE-Verify program (https://static-assets.coinbase.com/e-verify.pdf) 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 complete this intake form (https://docs.google.com/forms/d/1aJ6-BSPwE5X5Dq7fJ9JixWF0_dRiNfrpMnn1NkvdRiA/edit?ts=62901076) to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this siteclick here to download (https://chrome.google.com/webstore/detail/chromevox/kgejglhpjiefppelpmljglcjbhoiplfn) a free compatible screen reader(free step by step tutorial can be found here) (http://www.chromevox.com/tutorial/) .

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Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is availablehere (https://www.coinbase.com/legal/applicant_privacy_notice) .By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlinedhere. (https://www.coinbase.com/legal/application-arbitration-agreement)