Summer 2024 - Program Manager Intern (Operations Excellence)

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.

As an Program Manager Intern, you will be responsible for managing and optimizing operational processes and leveraging technology to significantly boost product adoption, retention and quality to craft exceptional customer experiences. You will work closely with cross-functional teams to streamline operations, improve efficiency and change manage new concepts and processes to a large network effectively. You’ll thrive in this role if you enjoy forming relationships and influencing cross-functional teams, analyzing data to produce concrete recommendations, and delivering high quality projects on time.

The ideal candidate will have a customer-centric mindset, a general understanding of customer service, strong project management skills and adaptability to a fast paced environment. Top candidates will have; a natural desire to continually improve customer & agent experiences,  enormous user empathy and can maintain a calm demeanor in high stress situations. People describe our ideal teammateas innovative, creative, data-driven and customer focused. 

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

• Support program managers in planning, organizing and executing projects and initiatives. 
• Collaborate with various cross-functional teams, including (but not limited to) Customer Success, Operations, Product, Tooling, Analytics, Knowledge Management, Training and Workforce Management
• Lead deep dives of customer contacts, identify defects and opportunities, and feed those ideas back to operations, program, and product leaders for cross functional solutioning. 
• Help streamline program operations and improve processes for agents that benefit our customers.
• Assist in creating and maintaining project schedules, timelines and milestones for solutions you’ve identified. 
• Monitor and track project progress, identifying and mitigating risks and issues, and prepare and deliver regular project status reports.
• Act with urgency to ensure priority items are progressed through having a bias for action and focusing on the 20% of work that will get 80% of the impact

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

• Motivated by Coinbase’s mission and crafting a seamless customer experience for our global customer base, including a deep passion for products within the broader crypto space.
• Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously 
• Excellent analytical and problem-solving abilities, with a data-driv