35 applicants

Company

Coinbase · 1 day ago

CX Consumer Senior Program Lead

United States

Full-time

Remote

Mid, Senior Level

$121K/yr - $142K/yr

3+ years exp

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BitcoinBlockchain

Comp. & Benefits

H1B Sponsor Likely

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Responsibilities

Develop program strategies for broadly defined business objectives without pre-established solutions, ensuring alignment with multi-year organizational goals.

Collaborate with cross-functional teams including Operations, Product, Tooling, Analytics, Knowledge Management, Training, and Workforce Management to ensure priority items are progressed with urgency, focusing on the 20% of work that will get 80% of the impact.

Influence product roadmaps, feature decisions, and engineering processes across various teams. Define program requirements and execute within the CX org, driving timely decisions to accelerate progress and clear blockers, making informed trade-offs between time, scope, and cost.

Manage challenging and cross-functional goals with a focus on tactical execution. Propose valuable initiatives with clear forecasts of impact and contribute to glidepath development.

Identify program dependencies and gaps, drive consensus among teams, and unblock issues effectively. Foster collaboration and accountability across the program with minimal managerial support.

Proactively identify, innovate, and implement solutions to enhance organizational efficiency and effectiveness. Deliver high-impact results with minimal guidance, setting a precedent for excellence.

Identify and analyze data, customer feedback, and trends to implement corrective actions and improve operations.

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

Stay up to date on industry trends, best practices, and emerging technologies to drive innovation in CX Operations and Product.

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 OperationsProject ManagementData AnalysisStandard Operating ProceduresSQL QueriesCross-functional CollaborationAI UtilizationWeb3 FamiliarityCustomer-centric Mindset

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.

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

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 5x

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

Passionate about creating an upleveled Customer Support experience for customers

Strong familiarity with web3 and an active user of decentralized products.

Experience utilizing AI to transform operations

Previous experience in Tech, Crypto, Finance or Fintech

Advanced understanding of data analytics and ability to read & write SQL queries

Benefits

Target bonus

Target equity

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

Represents job field similar to this job

Trends of Total Sponsorships

2023 (69)

2022 (233)

2021 (235)

2020 (75)