Senior Technical Program Manager, CX (AI, ML)
Coinbase
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. Most importantly, we seek people who are excited about 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.
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 Customer Self-Service and Automation (CSSA) team at Coinbase is dedicated to enhancing the customer experience by developing robust self-service and automation solutions. Our goal is to empower customers with effortless and highly efficient self-service support options, ultimately enhancing product satisfaction. Collaborating closely with Product, Engineering, Design, Analytics, and other teams, we aim to revolutionize customer interactions. We are currently seeking an experienced Technical Program Manager to oversee our Customer-facing self-service and AI efforts, focusing on identifying automation opportunities and ensuring scalability. The ideal candidate will possess a blend of technical proficiency, project management acumen, and a profound understanding of customer and agent needs. This role plays a crucial part in shaping the future of customer engagement through strategic planning, technological innovation, and cross-functional cooperation
What you’ll be doing (ie. job duties):
- Customer Workflow Analysis: Attain a deep understanding of customer workflows to identify and implement automation opportunities that enhance efficiency and effectiveness.
- Automation Strategy Development: Define and lead the long-term customer-facing automation strategy, ensuring alignment and successful execution with both technical and non-technical stakeholders.
- Cross-functional Collaboration: Partner with engineering, product, analytics, and customer experience teams to develop business requirements, define success criteria, and ensure seamless delivery of automation initiatives.
- Quality Assurance Leadership: Oversee User Acceptance Testing (UAT) for all automation launches, and establish ongoing quality monitoring to maintain high standards.
- Performance Measurement: Develop and track key performance indicators (KPIs) to measure the effectiveness of customer support systems, making data-driven decisions to enhance performance and satisfaction.
- Industry Trend Awareness: Stay informed on industry trends and emerging technologies, ensuring automation solutions remain cutting-edge and deliver optimal customer experiences.
- Risk and Issue Management: Monitor program status, proactively identify and address risks and issues, and ensure timely resolution to keep projects on track.
What we look for in you (ie. job requirements):
- 6+ years of program/product management experience at a technology company and/or in a technical capacity
- 3+ years of similar experience working with Customer Support organizations
- Experience working with and an understanding of basic concepts for ML and/or LLMs
- Experience working with Customer Support tools (IVRs, chatbots, CRMs, etc)
- Strong understanding of customer experience principles and how technology can enhance customer satisfaction
- Experience building strategy and roadmaps (both technical and programmatic) with clear success criteria
- Ability to communicate with technical and non-technical stakeholders in order to drive alignment
- Exceptional communication and leadership skills, with the ability to influence and drive consensus across diverse stakeholder groups
- Ability to leverage data to inform critical decisions and make recommendations
- Prior experience working with global teams/stakeholders across a wide range of timezones
- Proficiency in software development concepts as well as SQL
Nice to haves:
- Proficiency in Product Management/UX/Design best practices
- Experience working with localization teams
- Experience with Salesforce, Amazon Connect, Looker, and Snowflake
ID: P62428
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.
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