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Technical Program Manager, CX Applications

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At Coinbase, our mission is toincrease economic freedom around the world (https://blog.coinbase.com/our-mission-strategy-and-culture-18a92a3bb0fa) , 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 Web3 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 aculture (https://blog.coinbase.com/culture-at-coinbase-f0e1c2a99aff) like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to ourmission-focused approach (https://blog.coinbase.com/coinbase-is-a-mission-focused-company-af882df8804) 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 Enterprise Applications & Architecture (EAA) Team acts as a catalyst for Coinbase by using best-in-class, 3rd-party, enterprise applications; purpose-built software; automation; and integrated workflows – all of which free associates’ minds and time to focus on high-judgment tasks. The Business Unit Delivery team is a vital part of Coinbase’s Enterprise Applications and Architecture org, responsible for building and supporting applications used by our business unit partners on a daily basis to perform their work tasks. The CXP team within Business Unit Delivery is responsible for building, configuring and managing applications to drive best-in-class customer service for Coinbase customers, through enabling an efficient and effective customer service network.

As a Technical Program Manager (TPM), you will be leading strategic cross-functional initiatives to develop scalable, data-driven, customer-focused, and security-first tooling solutions to support Coinbase’s Customer Experience (CX) organization. This TPM will also be responsible for driving various initiatives to implement and optimize the use of third party tools, used within our Customer Service Agent network (e.g. Amazon Connect, SFDC, Voice of the Customer tools).

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

• Partner with our internal teams to understand their bespoke tooling needs.

• Lead and manage technical programs to improve the customer experience for Coinbase users and scale our operations.

• Estimate work efforts, design project plans, define milestones and manage resources, while driving adherence and compliance.

• Write technical PRDs, manage technical backlogs, and effectively prioritize work items (including new features, bugs, tech debt, etc.).

• Develop frameworks for stakeholders and peer TPMs to streamline and scale our operations and eliminate ambiguity.

• Coordinate with multiple development teams to drive cross-functional, enterprise wide initiatives.

• Build and maintain strategic partnerships with CX leadership and external business units (ie. Security, IT, Engineering, Product, Data, etc.) to ensure projects are delivered on time and stakeholders and held accountable for deliverables.

• Turn support data into actionable customer experience improvement opportunities.

• Become an SME and essential thought leader in developing a best-in-class customer experience.

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

• BA/BS degree in Information Management Systems or equivalent experience.

• 3+ years experience, preferably in business applications development management, product management for internal products.

• Experience in large tooling delivery.

• Knowledge and experience working with Interactive Voice Response (IVR), Content Management System (CMS), Knowledge Management System (KMS), Machine Learning (ML), chatbots, and internal home-grown tooling (Amazon Connect, Contentful, Qualtrics, Salesforce preferred).

• Strong verbal and written communication skills.

• Self-starter.

• Experience tackling complex, ambiguous technical challenges.

• Background working within an Agile environment and using Jira.

• Salesforce Administrator Certification (Advanced Admin, App Builder, Service Cloud Consultant preferred).

Nice to haves:

• Experience working with large scale operations.

Job #: P56743

Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also includetarget bonus + target equity + benefits (including medical, dental, vision and 401(k)).

Pay Range:

$105,400—$124,000 USD

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 the Know Your Rights noticehere (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf) . Additionally, Coinbase participates in theE-Verify program (https://static-assets.coinbase.com/e-verify.pdf) 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 complete this intake form (https://docs.google.com/forms/d/1aJ6-BSPwE5X5Dq7fJ9JixWF0_dRiNfrpMnn1NkvdRiA/edit?ts=62901076) to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this siteclick here to download (https://chrome.google.com/webstore/detail/chromevox/kgejglhpjiefppelpmljglcjbhoiplfn) a free compatible screen reader(free step by step tutorial can be found here) (http://www.chromevox.com/tutorial/) .

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 availablehere (https://www.coinbase.com/legal/applicant_privacy_notice) .By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlinedhere. (https://www.coinbase.com/legal/application-arbitration-agreement)