Ready to be pushed beyond what you think you’re capable of?
At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.
To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.
Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.
The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value added customer support. Our team is dedicated to eliminating customer pain points, empowering our global customer base via self-service and automation, and optimizing customer support interactions to create an effortless experience.
As a CX Technical Program Manager, you will play a critical role in shaping and delivering the Consumer Support technology roadmap. You will identify opportunities to elevate our self-service and automated support experiences in ways that delight our customers. You will lead strategic cross-functional initiatives to develop scalable, data-driven, and customer-focused experiences that both resolve issues and create value for our business.
What You’ll Be Doing:
- Identify, scope, and prioritize key initiatives that create best in the world support experiences.
- Explore the use of new technologies to improve delight customers and achieve key results.
- Lead and manage technical programs to improve the customer experience and scale operations.
- Establish key results, write technical PRDs, manage technical backlogs, and prioritize work to achieve them.
- Coordinate with multiple development teams and build strategic partnerships with CX leadership and external business units.
- Utilize customer data and anecdotes to identify actionable customer experience improvement opportunities.
- Become a subject matter expert and thought leader in developing a best-in-class customer experience.
What We Look For In You:
- Bachelor's degree in a relevant field or equivalent experience.
- 7+ years of experience in technical program management, preferably in consumer facing experiences.
- Strong project management skills with the ability to estimate work efforts, design project plans, and manage resources.
- Ability to execute on and manage multiple projects simultaneously
- Experience writing technical PRDs, managing backlogs, and prioritizing work items.
- Excellent communication and stakeholder management skills, including experience influencing peer groups and upwards leaders.
- Desire to experiment and innovate on behalf of customers.
- Strong analytical and problem-solving abilities.
- Familiarity with operations data analysis and using data to inform customer experience improvement decisions.
- Ability to build and maintain strategic partnerships with internal and external stakeholders.
- Passion for delivering a best-in-class customer experience.
Nice to Haves:
- MBA or higher level degree
- Crypto, financial services, or other tech-company experience
- Lean Six Sigma, or green/black belt certification
ID: P69645
Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.
Commitment 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 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).
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 here. 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 here.
Top Skills
What the Team is Saying
What We Do
Crypto creates economic freedom by ensuring that people can participate fairly in the economy, and Coinbase (NASDAQ: COIN) is on a mission to increase economic freedom for more than 1 billion people. We’re updating the century-old financial system by providing a trusted platform that makes it easy for people and institutions to engage with crypto assets, including trading, staking, safekeeping, spending, and fast, free global transfers. We also provide critical infrastructure for onchain activity and support builders who share our vision that onchain is the new online. And together with the crypto community, we advocate for responsible rules to make the benefits of crypto available around the world.
Why Work With Us
We have the opportunity to accelerate the pace of innovation in the world by building an open financial system. Our vision is to create more economic freedom in the world, to help people control their own wealth, start companies, have financial privacy, and participate in the global economy. And to get us there, we focus, build and move as a team.
Gallery
Coinbase Offices
Remote Workspace
Employees work remotely.
Coinbase is remote-first, which enables us to innovate, build and move quickly. Our teams are able to work effectively from around the globe with time for in-person offsites and team meetups to enhance collaboration and connection.
