Coinbase · 11 hours ago
Senior Technical Program Manager, CX (AI, ML)
Remote - USA
Full-time
Remote
Senior Level, Lead/Staff
$162K/yr - $190K/yr
6+ years exp
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Responsibilities
Customer Workflow Analysis: Attain a deep understanding of customer workflows to identify and implement automation opportunities that enhance efficiency and effectiveness.
Automation Strategy Development: Define and lead the long-term customer-facing automation strategy, ensuring alignment and successful execution with both technical and non-technical stakeholders.
Cross-functional Collaboration: Partner with engineering, product, analytics, and customer experience teams to develop business requirements, define success criteria, and ensure seamless delivery of automation initiatives.
Quality Assurance Leadership: Oversee User Acceptance Testing (UAT) for all automation launches, and establish ongoing quality monitoring to maintain high standards.
Performance Measurement: Develop and track key performance indicators (KPIs) to measure the effectiveness of customer support systems, making data-driven decisions to enhance performance and satisfaction.
Industry Trend Awareness: Stay informed on industry trends and emerging technologies, ensuring automation solutions remain cutting-edge and deliver optimal customer experiences.
Risk and Issue Management: Monitor program status, proactively identify and address risks and issues, and ensure timely resolution to keep projects on track.
Qualification
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Required
6+ years of program/product management experience at a technology company and/or in a technical capacity
3+ years of similar experience working with Customer Support organizations
Experience working with and an understanding of basic concepts for ML and/or LLMs
Experience working with Customer Support tools (IVRs, chatbots, CRMs, etc)
Strong understanding of customer experience principles and how technology can enhance customer satisfaction
Experience building strategy and roadmaps (both technical and programmatic) with clear success criteria
Ability to communicate with technical and non-technical stakeholders in order to drive alignment
Exceptional communication and leadership skills, with the ability to influence and drive consensus across diverse stakeholder groups
Ability to leverage data to inform critical decisions and make recommendations
Prior experience working with global teams/stakeholders across a wide range of timezones
Proficiency in software development concepts as well as SQL
Preferred
Proficiency in Product Management/UX/Design best practices
Experience working with localization teams
Experience with Salesforce, Amazon Connect, Looker, and Snowflake
Benefits
Target bonus
Target equity
Benefits (including medical, dental, vision and 401(k))
Company
Coinbase
Coinbase is a cryptocurrency exchange and cryptocurrency wallet platform that allows users to buy, sell, and store various cryptocurrencies.
1,001-5,000 employees
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)
Funding
Current Stage
Public CompanyTotal Funding
$1.85BKey Investors
ARK Investment ManagementDFJ GrowthTiger Global Management
2024-03-13Post Ipo Debt· $1.1B
2023-09-05Post Ipo Debt· $180M
2022-11-09Post Ipo Equity· $21.4M
Leadership Team
Brian Armstrong
CEO & Co-Founder
Alesia Haas
CFO
Recent News
2024-11-21
2024-11-21
Company data provided by crunchbase
