Project Manager, Customer Experience Full Time

Summary:

• Coinbase’s mission is to increase economic freedom in the world.
• The company aims to build the emerging on-chain platform and the future global financial system.
• Coinbase is looking for a candidate who is passionate about their mission and believes in the power of crypto and blockchain technology.
• The work culture at Coinbase is intense and fast-paced, suited for those who thrive under pressure and seek feedback to improve.
• The Customer Experience (CX) organization is focused on providing trusted and value-added support in crypto.
• The CX Programs team is responsible for strategy, planning, and project management within the Global Consumer Support (GCS) Organization.
• The team aims to eliminate international customer pain points and optimize customer insights.
• The Project Manager will identify and resolve customer pain points by collaborating with local teams and leveraging technology, processes, and cross-functional partnerships.
• This role focuses on preemptively solving customer problems at a global level to ensure an exceptional support experience abroad.
• The position is located in Bermuda.

Responsibilities:

• Develop and implement strategies to optimize customer service operations and drive continuous improvement.
• Collaborate with various cross-functional teams including Operations, Product, Tooling, Analytics, Knowledge Management, Training, and Workforce Management.
• Act with urgency to prioritize critical tasks and ensure progress on key initiatives.
• Analyze data, customer feedback, and trends to identify areas for improvement and implement corrective actions.
• Establish and maintain Standard Operating Procedures (SOPs) to ensure efficiency and consistency in customer service operations.
• Stay up-to-date on industry trends and emerging technologies to drive innovation in CX Operations and Product.
• Develop proposals and presentations for stakeholders, providing insights on operational performance and opportunities for improvement.
• Manage cross-functional partnerships and gather insights from customers in local regions.
• Serve as the primary point of contact for escalations of customer issues from those regions.

Requirements:

• Motivated by Coinbase’s mission and committed to crafting a seamless support experience for the global customer base, especially in the crypto space.
• 2+ 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.
• A track record of 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 the evolving needs of a high-growth, fast-paced organization.
• Experience in utilizing customer insights to drive improvements.
• Fluent in both written and verbal English.

Benefits:

• Coinbase is committed to providing equal employment opportunities and diversity in its workforce.
• Coinbase will consider applicants with criminal histories in a manner consistent with applicable laws.
• Coinbase participates in the E-Verify program, where applicable.
• The company offers reasonable accommodations to individuals with disabilities during the employment process.