Program Manager, CX Operations Excellence - job 2 of 3

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.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 Operations Excellence team is responsible for the strategy, planning and project management for the Global Customer Experience Scaled Ops 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 Program Manager, you will be responsible for managing and optimizing operational processes and leveraging technology to significantly boost productivity and quality to craft 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/success 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 Program Manager as data-driven, accountable, innovative and customer focused.What you’ll be doing (ie. job duties):• Develop program strategies for broadly defined business objectives without pre-established solutions, ensuring alignment with multi-year organizational goals.• Collaborate with cross-functional teams including Operations, Product, Tooling, Analytics, Knowledge Management, Training, and Workforce Management to ensure priority items are progressed with urgency, focusing on the 20% of work that will get 80% of the impact.• Influence product roadmaps, feature decisions, and engineering processes across various teams. Define program requirements and execute within the CX org, driving timely decisions to accelerate progress and clear blockers, making informed trade-offs between time, scope, and cost.• Manage challenging and cross-functional goals with a focus on tactical execution. Propose valuable initiatives with clear forecasts of impact and contribute to glidepath development.• Identify program dependencies and gaps, drive consensus among teams, and unblock issues effectively. Foster collaboration and accountability across the program with minimal managerial support.• Proactively identify, innovate, and implement solutions to enhance organizational efficiency and effectiveness. Deliver high-impact results with minimal guidance, setting a precedent for excellence.• Identify and analyze data, customer feedback, and trends to implement corrective actions and improve operations.• 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 CX Operations and Product.• 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):• 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.• 3+ years of proven experience in Program Management, Customer Support Operations or Product Operations• 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 5x• 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 organizationNice to haves:• Six Sigma Certification• Passionate about creating an upleveled Customer Support experience for customers• Strong familiarity with web3 and an active user of decentralized products.• Experience utilizing AI to transform operations• Previous experience in Tech, Crypto, Finance or Fintech• Advanced understanding of data analytics and ability to read & write SQL queriesJob #: P59274Pay 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 include target bonus + target equity + benefits (including medical, dental, vision and 401(k)).Pay Range:$121,125—$142,500 USDCommitment to Equal OpportunityCoinbase 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. 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.Global Data Privacy Notice for Job Candidates and ApplicantsDepending 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 available. 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 outlined.Benefits at Coinbase• Medical Plan, Dental and Vision Plan with generous employee contributions• Health Savings Account with company contributions each pay period• Disability and Life Insurance• 401(k) plan with company match• Wellness Stipend• Mobile/Internet Reimbursement• Remote-First Stipend• Connections Stipend• Volunteer Time Off• Fertility Counseling and Benefits• 18 weeks paid Parental Leave• The option of getting paid in digital currency