About the job

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. More specifically, the CX team is dedicated to providing premier support and client services across our entire suite of products.

With the results-oriented goals of ramping up support for existing and new products, we’re looking for a Senior Manager to lead an NFT Program Management Team within CX Ecosystems. You’ll manage a team of high performers that are well-versed in both program & project management to achieve key objectives, facilitate planning and ensure coordination across multiple stakeholders and varied scopes of work. You’re someone who is energized by thrilling developments across the cryptoeconomy and has in-depth organizational and program management experience, with a keen eye for detail, focused on execution and excellent people management skills.

What You’ll Be Doing (ie. Job Duties)

• Act as a proactive thought leader across the wider Customer Experience organization, with a strong bias to action and the ability to contribute to overall organizational strategy and direction.
• Lead a global Program Management Team, including hiring and developing a team of program and project managers. Holding them accountable to delivery against our key objectives.
• Deploy a strong domain knowledge in operations to service internal customers including customer support, client services, and outsourcing vendor managers.
• Drive alignment and identify synergies across multiple scopes, global markets and support tiers by taking ownership of team-level planning, prioritizing work streams and managing objectives and key results.
• Develop a thorough understanding of the workflows, policies and outsourcing mobilization efforts in order to effectively complete deliverables.
• Facilitate communication across different tiers of support, such as outsourcing teams and Coinbase subject matter experts, to ensure consistency and standardization.
• Spearhead a variety of initiatives including (but not limited to) launch readiness for a given product area.
• Utilize an in-depth understanding of metrics and reporting, including the introduction of new data points and methods for measuring social sentiment.
• Cultivate a highly engaged organization, setting up opportunities for career development and growth.

What We Look For In You (ie. Job Requirements)

• Motivated by Coinbase’s mission and creating a flawless support experience for our global customer base
• Minimum of 8 years of proven program or project manager experience in financial services, technology and/or customer support capacity running large scale, multi-faceted initiatives.
• Minimum of 3 years of direct management experience.
• Familiar with agile concepts and SCRUM ceremonies.
• Subject matter expertise in customer support, payments (fiat or crypto), compliance, risk operations and/or client services.
• Familiarity with tools including Coda, Google Apps, JIRA, Salesforce, etc.
• Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.

Nice To Haves

• Advanced degree in Business, Finance, customer service and/or crypto
• Well versed in the blockchain technology and the cryptocurrency industry, specifically across different social media platforms.
• Project management Certification or Accreditation (PMP, Prince2, CSM, SixSigma)
• Scrum Master Certification

Please note that for employees based in the US, Philippines, Canada or Singapore, if your role requires you to be present in a Coinbase office or if you choose to be physically present in a Coinbase office or sponsored location, you will be required to be fully vaccinated from COVID-19 (as defined by applicable law). If you receive an offer, you will receive additional information about the grounds and process for an exemption.

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 Pay Transparency, Employee Rights and Equal Employment Opportunity is the Law notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program 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 send an e-mail to accommodations[at]coinbase.com and let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).

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