Sr. Program Manager, CX Institutional Analyst Program
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 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 cryptocurrencies, we’re looking for a Program Manager to enable deployment of an Analyst Program for the CX Institutional team. You’re someone who has in-depth organizational and program management experience, with a keen eye for detail and focused on execution. You’ll help develop, execute and maintain our Analyst Program. You will also support Analysts as they begin their careers at Coinbase, partnering closely with STO vertical managers on performance management. You may also be involved in other business rhythm initiatives or projects as needed.
What you’ll be doing (ie. job duties):
- Develop, execute and maintain the CX Institutional Analyst Program for all STO verticals.
- Provide people management for Analysts as they embark on their careers at Coinbase, partnering with STO managers on performance management and delivery of performance feedback.
- Maintain oversight of the Analysts’ schedules, help them with navigation around Coinbase both within and outside of our STO, and facilitate networking and mentorship opportunities.
- Provide efficient and effective communication on Analyst Program progress to STO leaders on a regular cadence.
- Work closely with Recruiting to develop an Analyst program hiring plan.
- Collaborate with those in similar roles across the organization to ensure alignment, consistency and thought leadership in how we approach governance.
- Maintain laser focus on high quality results and output, adhering to goal setting.
- Engage in other business rhythm and/or program management initiatives on an as needed basis.
What we look for in you (ie. job requirements):
- Undergraduate degree in business, finance, economics, or other relevant field, from an accredited university
- 6+ years of work experience in program management or client service in financial services or technology running large scale, multi-faceted projects and/or rhythm of business initiatives for a large team.
- Motivated by Coinbase’s mission and creating a flawless support experience for our global customer base.
- Familiarity with tools including 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:
- Experience managing an Analyst or Intern program
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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