Program Manager, Channel Strategy
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.
The Coinbase Customer Experience (CX) organization plays an imperative role in achieving our mission. Our team is dedicated to eliminating customer challenges, empowering our global user base via self-service and automation, and optimizing customer support interactions to build an effortless experience. The Channel Strategy Manager will help to oversee the transformation of our support structure from primarily email-based support to a messaging experience.
What you’ll be doing (ie. job duties):
- Leading all aspects of an org-wide transformation from supporting customers primarily via email to supporting them via a chat bot experience. This is a complex and large program that touches every aspect of the CX org.
- Define program success metrics and drive accountability across CX and multiple stakeholders.
- Lead all CX launch readiness activities within messaging by ensuring all facets of support (operations, workflows, tools and content) are properly developed in advance of launch.
- Drive awareness and communications of our key CX technology initiatives across the organization, inclusive of executive leadership updates.
- Embody a data-driven culture within CX using your ability to dive deep using customer insights and business metrics
- Manage the relationship with our third party provider for the messaging platform and drive strategic direction.
What we look for in you (ie. job requirements):
- 4-7+ years of experience within product development and/or program management roles, preferably within a fast paced, high growth organization customer support.
- Excellent written and verbal communication skills are required, including experience meeting with and communicating information to senior leadership.
- Objective thinking is a must. Bias towards positive customer impact and the ability to cut through the noise to prioritize and solve complicated problems.
- Highly organized and proficient in MS or google office productivity tools.
- Highly collaborative, with an ability to optimally secure inputs from many cross-functional teams.
- Domain expertise within Messaging and/or CX support technology is a plus, but not necessary
Nice to haves:
- Experience using BI tool such as Looker and Salesforce
- SQL experience a plus
Notice for Colorado applicants as required by sb19-085 (8-5-20). Target annual salary for this role performed in Colorado is either $113,900 or $144,500 + 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.
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