Posted:
10/9/2024, 5:17:16 AM
Experience Level(s):
Senior
Field(s):
Product
Workplace Type:
Remote
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. Most importantly, we seek people who are excited about 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:
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 Programs team is responsible for the strategy, planning and project management for the Global Customer Success & Trust (GCST) 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 II as data-driven, accountable, innovative and customer focused.
What you’ll be doing
What we look for in you
Nice to haves
Job #: P58400
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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Website: https://www.coinbase.com/
Headquarter Location: San Francisco, California, United States
Employee Count: 1001-5000
Year Founded: 2012
IPO Status: Public
Last Funding Type: Post-IPO Debt