IT Technical Program Manager, Business Process Outsourcing
We’re Coinbase. We’re the world’s most trusted way to join the crypto revolution, serving more than 73 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 IT Operations Team is growing quickly to meet the business demands of Coinbase. As the company goes through a period of hyper-growth, we’re looking for a strong Technical Project Manager to support the needs of the team while also helping drive process and structure at scale. Our goal is to enable Coinbase team members to have a safe, productive, and secure environment to be the best versions of themselves.
The successful candidate will have previous success managing business relationships with outsourcing teams and has experience scaling that program to meet the needs of the business. The right person is passionate about innovative technologies, Agile, vendor management, automation, operations, security, and solving challenging problems.
You are driven to solve complex problems at the intersection of business, technology, people, and process; you dive right in to identify the near-term solutions that deliver the highest impact work, while building a foundation for scale. And you lead technical and non-technical teams to get it done.
If you have a passion for helping others and working on automation with some of the brightest minds in the world, we want to speak with you!
What you’ll be doing:
- Owning the business relationship with our Customer Experience/Business Partner Outsource teams
- Contribute technical expertise to project, process, and system development; coordinating the delivery of initiatives across the team
- Develop/execute project plans, track tasks, gather requirements, and assist with prioritization
- Triage, sort, and deliver against operational asks from the business
- Identify project blockers and work with the larger group to address
- Communicate risks, status, and timelines to stakeholders and senior management
- Manage project requirements, documentation, project tracking, and communication
- Monitor program status and rapidly identify issues / risks. Succinctly communicate issues to relevant partners and proactively collaborate to ensure timely resolution
- Maintain and drive improvements for operational processes
- Maintain compliance with IT and security policies and procedures
- Closely partner with strategic business functions in Enterprise Applications, Source to Pay, Security, Compliance, Internal Tools to support the scale and growth of customer support operations
- Drive and improve the BPO vendor onboarding process
- Partner with the IT Global Service Desk team to drive support process for BPO workers, as well as working to understand top contact drivers and implement mitigation
What we look for in you:
- Pragmatic balance between need for scale/process/execution /user experience
- Previous experience concurrently managing multiple cross-functional engineering projects
- Previous experience managing vendor relationships around outsourcing and onboarding
- Passionate about automation, internal tool development, and infrastructure as code
- Demonstrated success leading and scaling teams in a hyper-growth environment
- You have experience implementing and managing Agile methodologies
- You have demonstrated success coordinating highly technical and non-technical teams
- You have experience working in a high security and/or highly regulated industry
- You are willing to learn and apply processes unique to the challenges at Coinbase
- You are self-motivated and can demonstrate a sense of urgency
- You are able to advocate and evangelize technical solutions
- You are able to inject engineering context into organizational decisions
- Partner with audit teams around IT compliance requirements
- Possess a growth mindset and passion for learning
- Able to deliver clear and concise communication
Nice to haves:
- Certification in Program or Project Management
- Engineering experience or strong technical background
- Passion for improving the end user experience
- Passion for automation and DevOps culture
Notice for Colorado applicants as required by sb19-085 (8-5-20). Target annual salary for this role performed in Colorado, is $127,075 + target bonus + target equity + benefits (including medical, dental, vision and 401(k)).
ID: P22245
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.
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