CX Technical Senior Program Lead

Coinbase Careers Page

97d

About The Position

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. We’re seeking a very specific candidate who is passionate about our mission and believes in the power of crypto and blockchain technology to update the financial system. This role is for someone 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. The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value added customer support. As a CX Technical Senior Program Lead, you will play a critical role in shaping and delivering the Consumer Support technology roadmap, identifying opportunities to elevate our self-service and automated support experiences in ways that delight our customers.

Requirements

• Bachelor's degree in a relevant field or equivalent experience.
• 5+ years of experience in technical program management, preferably in consumer facing experiences.
• Strong project management skills with the ability to estimate work efforts, design project plans, and manage resources.
• Ability to execute on and manage multiple projects simultaneously.
• Experience writing technical PRDs, managing backlogs, and prioritizing work items.
• Excellent communication and stakeholder management skills, including experience influencing peer groups and upwards leaders.
• Desire to experiment and innovate on behalf of customers.
• Strong analytical and problem-solving abilities.
• Familiarity with operations data analysis and using data to inform customer experience improvement decisions.
• Ability to build and maintain strategic partnerships with internal and external stakeholders.
• Passion for delivering a best-in-class customer experience.

Nice To Haves

• MBA or higher level degree.
• Crypto, financial services, or other tech-company experience.
• Lean Six Sigma, or green/black belt certification.

Responsibilities

• Identify, scope, and prioritize key initiatives that create best in the world support experiences.
• Explore the use of new technologies to improve delight customers and achieve key results.
• Lead and manage technical programs to improve the customer experience and scale operations.
• Establish key results, write technical PRDs, manage technical backlogs, and prioritize work to achieve them.
• Coordinate with multiple development teams and build strategic partnerships with CX leadership and external business units.
• Utilize customer data and anecdotes to identify actionable customer experience improvement opportunities.
• Become a subject matter expert and thought leader in developing a best-in-class customer experience.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees