Program Manager, CX 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’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 Customer Self-Service and Automation (CSSA) team at Coinbase is dedicated to enhancing the customer experience by developing robust self-service and automation solutions. Our goal is to empower customers with effortless and highly efficient self-service support options, ultimately enhancing product satisfaction. Collaborating closely with Product, Engineering, Design, Analytics, and other teams, we aim to revolutionize customer interactions. We are currently seeking an experienced Senior Technical Program Manager to oversee our Agent Tooling and AI efforts, focusing on identifying automation opportunities and ensuring scalability. The ideal candidate will possess a blend of technical proficiency, project management acumen, and a profound understanding of customer and agent needs. This role plays a crucial part in shaping the future of customer engagement through strategic planning, technological innovation, and cross-functional cooperation.

What you’ll be doing

• Gain a very deep understanding of agent and business processes with the intention of identifying automation and RPA opportunities.
• Help define the strategy behind long-term agent tooling and work with technical and non-technical stakeholders to align on and execute that strategy
• Collaborate with Program stakeholders to monitor the agent and customer impact of your efforts
• Lead UAT for your launches and develop ongoing quality monitoring for your solutions.
• Maintain awareness of industry trends and evolving technologies to ensure your solutions are focused on delivering the best experiences possible
• Contribute to OKR development via data analysis and goal setting in order to achieve business objectives
• Develop metrics and KPIs to measure the effectiveness of the agent systems, making data-driven decisions to enhance performance and customer satisfaction
• Serve as the point of contact for all matters related to the agent tooling strategy, providing expert guidance and support.
• Team up with external & internal stakeholders (engineering, product, analytics, customer experience, etc) to develop business requirements and define success criteria
• Manage requirements documentation, milestone mapping, prioritization, and program communication
• Create thorough functional specs, project / release plans, and roadmaps
• Monitor program status, identify issues / risks, succinctly communicate issues, and proactively collaborate to ensure timely resolution

What we look for in you

• 7+ years of program management experience at a technology company and/or in a technical capacity
• 3+ years of similar experience working with Customer Support organizations
• Experience working with and an understanding of basic concepts for ML and/or LLMs
• Experience working with Customer Support tools (IVRs, chatbots, CRMs, etc)
• Strong understanding of customer experience principles and how technology can enhance customer satisfaction
• Experience building strategy and roadmaps (both technical and programmatic) with clear success criteria
• Ability to communicate with technical and non-technical stakeholders in order to drive alignment
• Exceptional communication and leadership skills, with the ability to influence and drive consensus across diverse stakeholder groups
• Ability to leverage data to inform critical decisions and make recommendations
• Prior experience working with global teams/stakeholders across a wide range of timezones
• Proficiency in software development concepts as well as SQL

Nice to haves:

• Proficiency in Product Management/UX/Design best practices
• Experience working with localization teams
• Experience with Salesforce, Amazon Connect, Looker, and Snowflake

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 notice here. 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 contact us at accommodations[at]coinbase.com to 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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