Used Tools & Technologies
Not specified
Required Skills & Competences ?
Leadership @ 4 Communication @ 4 Prioritization @ 4 Data Analysis @ 3 Project Management @ 7 Customer Support @ 4Details
At Coinbase, our mission is to increase economic freedom globally by building the emerging onchain platform and future global financial system.
The Customer Experience (CX) organization is dedicated to providing the most trusted and value-added customer support by eliminating pain points, empowering self-service and automation, and optimizing support interactions.
Responsibilities
- Identify, scope, and prioritize key initiatives to create best-in-class support experiences.
- Explore and leverage new technologies to enhance customer delight and key results.
- Lead and manage technical programs to improve customer experience and scale operations.
- Establish key results, write technical PRDs, manage technical backlogs, and prioritize work.
- Coordinate across multiple development teams and build strategic partnerships with CX leadership and business units.
- Use customer data and feedback to identify actionable opportunities for experience improvement.
- Become a subject matter expert and thought leader in customer experience development.
Requirements
- Bachelor's degree or equivalent experience.
- 7+ years in technical program management, preferably with consumer-facing experiences.
- Strong project management skills including work estimation, project planning, and resource management.
- Ability to manage multiple projects simultaneously.
- Experience with writing technical PRDs, backlog management, and prioritization.
- Excellent communication and stakeholder management skills.
- Analytical and problem-solving abilities.
- Familiarity with operations data analysis.
- Passion for delivering outstanding customer experience.
Nice to Haves
- MBA or higher degree.
- Experience in crypto, financial services, or tech companies.
- Lean Six Sigma or green/black belt certifications.
Benefits
- Medical, dental, and vision plans with employee contributions.
- Health Savings Account with company contributions.
- Disability and life insurance.
- 401(k) plan with company match.
- Wellness stipend, mobile/internet reimbursement, connections stipend.
- Volunteer time off.
- Fertility counseling and benefits.
- Generous time off and leave policy.
- Option to receive payment in digital currency.
Salary
Annual salary range: $170,765—$200,900 USD plus target bonus, equity, and benefits.