92 applicants

Company

Original Job Post

Coinbase · 3 days ago

Senior Program Manager, CX Programs

Seattle, WA

Full-time

Onsite

Senior Level

$153K/yr - $180K/yr

6+ years exp

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BitcoinBlockchain

H1B Sponsorship

Comp. & Benefits

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Responsibilities

Design, develop, and propose new support strategies for Coinbase Customers tailored to new and existing products such as Wallet, and oversee their execution.

Identify support strategies aligning with the future of Web3 to protect customers while providing necessary support.

Proactively innovate and implement solutions to enhance organizational efficiency, collaborating with cross-functional teams like Operations, Product, Tooling, and Analytics.

Analyze data, customer feedback, and trends to identify areas for improvement and implement corrective actions.

Establish and maintain Standard Operating Procedures (SOPs) to ensure consistency and efficiency in customer service operations.

Stay updated on industry trends, best practices, and emerging technologies to drive innovation in Web3 Support.

Develop and deliver proposals and presentations to stakeholders, providing insights on operational performance and CX opportunities.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Program ManagementCustomer Support OperationsProduct OperationsCryptoFinTechProject ManagementQuality ScalingProblem-SolvingCommunicationInterpersonal SkillsAdaptabilityDecentralized Social MediaLean Six SigmaGoogle AppsJiraSalesforceAI utilization

Required

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.

6+ years of proven experience in Program Management, Customer Support Operations or Product Operations

Previous experience in Tech, Crypto, or FinTech

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 10x

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 organization

Preferred

Experience with Decentralized Social Media platforms such as Discord, Farcaster, Warpcast, Bluesky or Mastodon

Familiarity with Lean or Six Sigma methodologies

Advanced understanding of Google Apps, Jira or Salesforce

Experience utilizing AI to transform operations

Benefits

Medical

Dental

Vision

401(k)

Company

Coinbase

Glassdoor

3.7

Coinbase is a cryptocurrency exchange and cryptocurrency wallet platform that allows users to buy, sell, and store various cryptocurrencies.

Founded in 2012

San Francisco, California, USA

1,001-5,000 employees

http://www.coinbase.com

H1B Sponsorship

Coinbase has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Trends of Total Sponsorships

2023 (69)

2022 (233)

2021 (235)

2020 (75)