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Posted April 30, 2022
Coinbase

Program Manager, Voice of the Customer

Coinbase
Remote - USA Remote Full Time

We’re Coinbase. We’re the world’s most trusted way to join the crypto revolution, serving more than 73 million accounts in more than 100 countries....

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We’re Coinbase. We’re the world’s most trusted way to join the crypto revolution, serving more than 73 million accounts in more than 100 countries.

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 Web 3.0 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.

Ready to #LiveCrypto? Who you are:

  • You’ve got good vibes. 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.

Coinbase's Customer Experience (CX) organization plays a critical role in achieving Coinbase’s vision. Our Institutional Advocacy team within CX is dedicated to achieving a world class client experience through client-first insights, prioritization, and culture. As a Voice of the Customer, Program Manager, you’ll effectively be building the bridge between our institutional clients and our Product, Engineering, & Design teams. This role will serve as a key advocate for our clients by influencing Coinbase’s institutional roadmap and strategy.

Top candidates for this position will have a natural desire to continuously improve the product, enormous user empathy, and can maintain a calm demeanor in high stress situations. People describe our ideal Program Manager as accountable, organized, and customer obsessed.

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

  • Drive influence to Coinbase’s roadmap and strategy by working backwards from our clients’ needs
  • Build strong relationships with team members in Product, Engineering & Design to advocate for improvements to the client experience
  • Analyze qualitative and quantitative data to help Coinbase continuously improve its suite of products and services
  • Reviewing and analyzing customer cases to highlight common themes and pain points
  • Partner with client-facing teams to identify and advocate for high-value client feedback

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

  • Exceptional ability to build relationships and influence colleagues inside and outside of your immediate team in a cross-functional environment.
  • Excellent communication skills, ability to simplify complex topics and adjust delivery for broad audiences.
  • Comfortable working with structured and unstructured data to create visually appealing and digestible presentations, dashboards, and reports.
  • Rigorous analytical problem solver , with an aptitude for distilling complex concepts and systems into clear, simple language.
  • Previous experience in crypto, finance, or fintech working in a business to business customer support environment.
  • Passion to improve the customer experience for users of Coinbase's crypto products.
  • You exhibit our core values: clear communication, positive energy, continuous learning, and efficient execution.
  • 6+ years of work experience in consulting, finance, product operations, program or project management, or customer support, preferably in a B2B environment
  • Undergraduate degree in business, finance, economics, or other relevant field, from an accredited university
  • You are familiar with the Coinbase suite of products.

Nice to haves:

  • Familiarity with principles of product management or previous experience working directly with product and engineering teams.
  • Bonus points for knowledge of prime brokerage, margin, lending, derivatives, trading platforms, or crypto custody services.
  • Advanced degree in blockchain, data analytics, or finance.
  • Advanced understanding of Google apps, Jira, or Salesforce Service Cloud.
  • Expert-level Excel user or familiarity with SQL.
  • Project manager, scrum, agile, or Lean 6S certification.

Commitment to Equal Opportunity

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 Pay Transparency, Employee Rights and Equal Employment Opportunity is the Law notices by clicking on their corresponding links. 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 send an e-mail to accommodations@ coinbase.com and 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). Please contact accommodations@ coinbase.com for additional information or to request accommodations.

Global Data Privacy Notice for Job Candidates and Applicants

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.

This listing expired on Jun 07. Applications are no longer accepted.

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