Program Manager, CX Insights

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 CX Insights Program Manager you’ll be responsible for developing the strategic solutions contributing to the customer support vision, strategy, and goals to create a best-in-class Customer Experience. Specifically, we are looking for someone to build a new Six Sigma-based Process Excellence and Improvement Framework and Governance Model from scratch that can be scaled across the CX Organization. You will lead the design and implementation of this function, leveraging your expertise as a Six Sigma Black Belt. In this role, you will work closely with cross-functional teams, including Operations, Knowledge Assurance, Analytics, and various CX teams, to shape the future of how CX ensures a high bar for quality with continuous improvement. You will establish and drive the Process Excellence function, defining the framework, methodologies, and governance structure. Your responsibilities will include:

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

• Develop the strategy and roadmap for a robust continuous improvement engine program aligned with Coinbase's overall business goals.
• Utilize your expertise in data analysis and process improvement to identify trends, patterns, and extract insights for process improvement and enhanced customer experience.
• Translate data-driven insights into generate and present comprehensive QA reports, metrics, and insights to senior leadership and stakeholders to drive data-informed decision-making.
• Develop and maintain reporting mechanisms to track and communicate key insights and performance indicators to stakeholders.
• Serve as the subject matter expert within the CX organization for Process Excellence, providing guidance and support to teams.
• Work closely with cross-functional teams to implement process improvements and monitor their impact on customer satisfaction and operational metrics.
• Provide guidance and mentorship to team members on data analysis techniques and process improvement methodologies.
• 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)

• Black Belt certification in Lean Six Sigma or equivalent.
• Minimum of 5