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Product Manager, CX Applications

Coinbase

Coinbase

IT, Product
United States · Remote
Posted on Friday, March 29, 2024

At Coinbase, 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 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 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.

Team/ Role Paragraph:

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.

We are hiring a product manager to our team who will be responsible for integrating home-grown and third party generative AI solutions with our existing, as well as under-development Customer Service applications used by our Customer Service Agents (e.g. Continuously improve Coinbase’s internal LLM with new knowledge bases targeted for various Customer Service network personas, Integrate Coinbase’s internal LLM-based Agent Assist product with both Salesforce Case Management Experience and Coinbase’s internally built Compliance Case Handling product). This product manager 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). For example, the product manager is going to partner with SFDC and internal Customer Service operations teams to optimize the use of SFDC for agents.

As part of this role, you will create and synthesize a product vision into key technical decisions and partner daily with non-technical and technical business partners across many teams at Coinbase including, Product, Engineering, Machine Learning, Customer Service Operations, Compliance, and Security. You will develop user personas and define and prioritize use cases for each persona to build a backlog and a roadmap for the applications you will be working on. You will work with teams across Coinbase to identify the technical owners of various knowledge bases applicable for CX Agents, partner with them and the CB ML team to integrate these knowledge bases with CB’s LLM. You have solid working product, design and technical skills to build and deliver simple and intuitive products. You also have experience working with third party SaaS applications like Amazon Connect, SFDC. You possess the versatility to understand your stakeholder challenges and translate these into technical requirements for the engineering team. You will report to a Group Product Manager on a team of Product Managers and Technical Program Managers.

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

  • Proactively builds relationships with key stakeholders to understand each team’s scope and requirements.
  • Develop user personas and define and prioritize use cases for each persona to build a backlog and a roadmap.
  • Ensure the ‘What’ and ‘Why’ of every tool or feature is clearly defined, documented and communicated to engineering partners.
  • Develop user journey maps and process documentation for users of the product.
  • Build an expert understanding of the customer journey for your stakeholders (both process and systems) and identify key pain points or areas of opportunity.
  • Create and articulate vision for product development to support our internal customers.
  • Effectively communicate with all levels of staff, including executive level stakeholders.
  • Ensure Engineering teams have 4-6 weeks worth of refined backlog.
  • Conduct Demos to business users of capabilities completed.
  • Run User Acceptance Testing and Sign-off on behalf of the business, as needed.
  • Plan and coordinate across multiple engineering teams.
  • Spearhead change management activities to drive successful adoption of capabilities.
  • Define and analyze metrics and KPIs that mature the Product Management function.

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

  • BA/BS, preferably in Engineering, Computer Sciences, or Business Administration.
  • 5+ years experience, preferably in business applications development or product management for internal products.
  • Experience working with and configuring third party SaaS applications (e.g. Amazon Connect, Salesforce) and third-party vendor software.
  • Experience in delivering features to end users through Generative AI and LLMs.
  • Experience with both back-end API infrastructure projects and integrations, and front-end product development.
  • Experience working across large, complex, cross-functional business units (Product & Engineering, Compliance, Legal, Machine Learning, Customer Support).
  • Strong verbal and written communication skills.
  • Ability to surface and resolve tough trade-offs decisions and prioritization based on data.
  • Experience tackling complex, ambiguous technical challenges.
  • Background working within an Agile environment and using Jira.

Nice to haves:

  • Experience working with financial institutions and entities.
  • Experience driving RFP processes.

Job #: P56527

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 include target bonus + target equity + benefits (including medical, dental, vision and 401(k)).
Pay Range:
$162,350$191,000 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 notice here. 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 contact us at accommodations[at]coinbase.com to 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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