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Program Manager, International CX Programs

Coinbase

Coinbase

Operations
Canada · Remote
Posted on Tuesday, March 12, 2024

At Coinbase, our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web3 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.

Ready to #LiveCrypto? Who you are:

  • You’ve got positive energy. You’re optimistic about the future and determined to get there.
  • You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0.
  • You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
  • You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
  • You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
  • You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

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 International customer pain points, empowering our global user base via self-service and automation, and optimizing customer insights in order to create an effortless experience for our customers. The CX Programs team is responsible for the strategy, planning and project management for the Global Consumer Support (GCS) Organization. We utilize people, processes and technology to transform our customers' experience in partnership with local teams and cross functional stakeholders. 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 an International Program Manager, you will be responsible for identifying pain points experienced by customers in French speaking regions and beyond helping to drive initiatives to resolve them. You will work closely with local teams in those markets to understand unique customer needs and pull in their expertise to find solutions. The goal is to significantly reduce the need for customers to reach out to CX directly by empowering local teams to independently address common issues. You will leverage technology, processes and cross-functional collaboration to surface and fix international pain points, all while optimizing operations and change managing initiatives across a large global network. Your focus will be on preemptively solving customer problems at the local level to ensure an exceptional support experience abroad. 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 using customer insights to drive change, strong project management skills and adaptability to a fast paced environment. Top candidates will have a natural desire to continually improve customer experiences, the product, enormous user empathy and can maintain a calm demeanor in high stress situations. People describe our ideal Program Manager as data-driven, accountable, organized and customer focused. This role will be responsible for our customer support programs in French speaking regions and beyond in order to deeply focus on understanding the unique needs of customers in those markets and immersing themselves in the local cultures. You will wear many hats and dive into diverse responsibilities to help transform our support experience abroad.

What you’ll be doing

  • Develop and implement strategies to optimize customer service operations and drive continuous improvement
  • Collaborate with various cross-functional teams, including (but not limited to) Operations, Product, Tooling, Analytics, Knowledge Management, Training and Workforce Management
  • Act with urgency to ensure priority items are progressed through having a bias for action and focusing on the 20% of work that will get 80% of the impact
  • Identify and analyze data, customer feedback and trends to identify areas for improvement and implement corrective actions
  • 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
  • Manage cross functional partnerships and insights from customers in French speaking regions
  • Serve as the primary point of contact for escalations of customer issues from those regions

What we look for in you

  • 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.
  • 6+ 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 10x
  • 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
  • Experience utilizing customer insights to drive improvements
  • Desire to better understand the unique needs of customers in French speaking markets
  • Fluent (written and verbal) in both English and French languages

Nice to haves:

  • Familiarity with Lean or Six Sigma methodologies
  • Previous experience in Tech, Crypto, Finance or Fintech
  • Advanced understanding of Google Apps, Looker, Jira or Salesforce

Job #: P56330

Pay Transparency Notice: The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, and vision).

Pay Range:
$112,575$118,500 CAD

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 complete this intake form 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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Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.