Ready to be pushed beyond what you think you’re capable of?
At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.
To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.
Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.
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 II, 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 #: P61583
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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