CX Technical Senior Program Lead

Details

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.

Responsibilities

• 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.

Requirements

• 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.