CX Consumer Senior Program Lead

Job Application: Program Manager, Customer Experience at Coinbase

At Coinbase, we aim to increase global economic freedom by building the future of the financial system on the blockchain. We’re seeking a passionate Program Manager for our Customer Experience (CX) organization, focused on optimizing customer support processes, enhancing productivity, and improving service quality.

Role Overview: You will lead program strategies, collaborate across teams, and manage operational processes to enhance the customer support experience. The role requires a customer-focused mindset, strong project management skills, and the ability to drive cross-functional initiatives to improve operations and customer satisfaction.

Responsibilities:

• Develop strategies to align with long-term business goals.
• Collaborate with Operations, Product, and other teams to drive high-impact initiatives.
• Influence product roadmaps and feature decisions.
• Manage cross-functional goals and clear blockers to progress.
• Identify and implement solutions to improve efficiency and customer experience.
• Analyze data, customer feedback, and trends to improve operations.
• Establish and maintain Standard Operating Procedures (SOPs).
• Stay informed on industry trends and drive innovation in CX.

Requirements:

• 3+ years of experience in Program Management or Customer Support Operations.
• Strong project management and analytical skills.
• Proven ability to scale quality operations.
• Excellent communication and collaboration skills.
• Passion for the crypto space and Coinbase’s mission.
• Flexibility in a fast-paced, high-growth environment.

Nice to Haves:

• Familiarity with Web3 and decentralized products.
• Experience with AI in operations.
• Knowledge of data analytics and SQL.

Salary Range: $121,125–$142,500 USD, plus bonus, equity, and benefits.

Join Coinbase to help shape the future of crypto and provide exceptional customer experiences!