Sr. Program Manager, CX QA Programs

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.

We are seeking a highly skilled and experienced Senior Program Manager to join our team at Coinbase. As a Senior Program Manager, you will play a critical role in ensuring the highest level of customer service quality assurance across our organization. You will be responsible for developing and implementing strategies, processes, and tools to monitor and improve the quality of our customer service interactions. You’ll work to make sure that the delivery of quality metrics is timely and reliable, while working closely with business stakeholders across the organization to provide insights and improve performance.

What You'll Be Doing (i.e., Job Duties) 

• Develop the strategy and roadmap for a robust Quality Assurance (QA) program aligned with Coinbase's overall business goals and objectives.
• Design and implement a scalable QA framework that encompasses all aspects of customer service operations, including processes, procedures, and performance metrics.
• Establish efficient QA processes and workflows to ensure timely and accurate assessment of customer interactions and adherence to quality standards.
• Identify and implement appropriate QA tools and technologies to streamline QA activities, automate processes, and enhance efficiency.
• Continuously analyze QA data and metrics to identify trends, patterns, and opportunities for process improvement and enhanced customer experience.
• Collaborate with cross-functional stakeholders, including Customer Experience, Operations, and Product teams, to align QA initiatives with business objectives and drive improvements.
• Generate and present comprehensive QA reports, metrics, and insights to senior leadership and stakeholders to drive data-informed decision-making.
• Lead change management efforts related to QA program implementation, including communication, training, and adoption planning.
• Foster a culture of quality and continuous improvement within the Customer Service organization, promoting accountability, ownership, and a customer-centric mindset.

What We Look For In You (ie. Job Requirements)

• Minimum of 7+ years of experience in quality assurance, preferably in a customer service or contact center environment.
• Has a background in quantitative decision making, ability to drive business/operations metrics