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 Customer Self-Service and Automation (CSSA) team at Coinbase is dedicated to enhancing the customer experience by developing robust self-service and automation solutions. Our goal is to empower customers with effortless and highly efficient self-service support options, ultimately enhancing product satisfaction. Collaborating closely with Product, Engineering, Design, Analytics, and other teams, we aim to revolutionize customer interactions. We are currently seeking an experienced Technical Program Manager to oversee our Customer-facing self-service and AI efforts, focusing on identifying automation opportunities and ensuring scalability. The ideal candidate will possess a blend of technical proficiency, project management acumen, and a profound understanding of customer and agent needs. This role plays a crucial part in shaping the future of customer engagement through strategic planning, technological innovation, and cross-functional cooperation 

What you’ll be doing (ie. job duties): 

• 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.

What we look for in you (ie. job requirements):

• 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

Nice to haves:

• Proficiency in Product Management/UX/Design best practices
• Experience working with localization teams 
• Experience with Salesforce, Amazon Connect, Looker, and Snowflake

ID: P62428

Commitment to Equal Opportunity

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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