Program Manager, Advocacy (Institutional)
We’re Coinbase. We’re the world’s most trusted way to join the crypto revolution, serving more than 89 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. 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.
Coinbase's Customer Experience (CX) organization plays a critical role in achieving Coinbase’s vision. Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience. The Advocacy team within our CX Institutional organization, bridges the gap between Coinbase's client-facing teams and product functions to strive for a more effortless customer experience. We are looking for a talented, proactive Project Manager to join our team.
As a Project Manager, you’ll work in tandem with the Product Managers, Engineers and Designers to shape the future of Coinbase’s products. You’ll thrive in this role if you have experience building relationships with and influencing cross-functional team members, delivering high quality projects on time, and analyzing data to produce actionable recommendations.
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 Project Manager as accountable, organized, and customer obsessed.
What You'll Be Doing (i.e., Job Duties)
- Lead project teams to prepare “support readiness” by ensuring that all facets of support operations, including workflows, tools, content, and change management are deployed in advance of new product initiatives, changes in strategy, or new product releases.
- Collaborate with client-facing teams to ensure any new product initiatives, releases, or changes in strategy are properly communicated and are “client-ready”
- Partner with cross functional stakeholders to make critical decisions regarding product strategy & implementation by providing recommendations based on your knowledge of CX’s operational capabilities and the needs of our Institutional clients.
- Build strong relationships with team members in Product, Engineering & Design which will be used to advocate for improvements to the customer experience, bug resolution, and feature request development.
- Decipher product roadmaps to be able to interpret and clearly communicate impact to CX Institutional Leadership to inform strategy and resource planning decisions.
- Understand and be able to address all customer issues Institutional Account Managers and Operations teams handle related to your product areas.
- Aggregate and vet user feedback to drive meaningful recommendations and insights for product managers. Gather these insights through a variety of channels and tools to accurately capture and represent the customer voice.
- Turn customer support challenges and business opportunities into a backlog of projects that reduce customer effort. Then implement.
- Serve as an escalation point for critical issues and incidents when they occur.
What We Look For In You (ie. Job Requirements)
- 3+ years of work experience in consulting, finance, product operations, program or project management, or customer support, preferably in a B2B environment
- Familiarity with principles of product management or previous experience working directly with product and engineering teams.
- Demonstrates ability to build relationships and influence colleagues inside and outside of your immediate team in a cross-functional environment. This will be paramount to your success.
- Excellent communication skills, ability to simplify complex topics and adjust delivery for broad audiences i.e. multiple departments and partners.
- Demonstrates experience navigating difficult conversations and making decisions on the behalf of the CX organization.
- Proficiency constructing project plans, holding working group members accountable, and delivering results on time, all the time.
- 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.
- 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
- 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
Notice for Colorado applicants as required by sb19-085 (8-5-20). Target annual salary for this role performed in Colorado, is $96,475 or $113,900* + target bonus + target equity + benefits (including medical, dental, vision and 401(k)).
*The exact compensation at which this job is filled will be determined by the skills and experience of qualified candidates.
ID: P32391
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