Project Manager, Technology & Analytics (Remote - USA)

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Coinbase has built the world's leading compliant cryptocurrency platform serving over 30 million accounts in more than 100 countries. With multiple successful products, and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are proud to offer an entire suite of products that are helping build the cryptoeconomy, and increase economic freedom around the world.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we assess whether a candidate demonstrates our values: Clear Communication, Positive Energy, Efficient Execution, and Continuous Learning. Second, we look for signals that a candidate will thrive in a culture like ours, where we default to trust, embrace feedback, disrupt ourselves, and expect sustained high performance because we play as a championship team. Finally, we seek people with the desire and capacity to build and share expertise in the frontier technologies of crypto and blockchain, in whatever way is most relevant to their role.

Read more about our values and culture here.

Location: Remote - USA

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

  • Build tools that empower internal teams for their bespoke needs.
  • Write technical PRDs, manage technical backlogs, and effectively prioritize new features vs. tech debt.
  • Manage the relationship between various internal teams within Customer Experience and external business units (ie. IT, Engineering, Product, Data, etc) to ensure projects are delivered on time.
  • Act like an owner and develop, build, maintain multi quarter roadmaps that will help elevate Customer Experience offerings
  • Be responsible for painting a picture that enables our CX team to go on a multi year journey with Coinbase while keeping customers happy and bought in.
  • Estimate work efforts, design project plans, define milestones and manage resources, while driving adherence and compliance 
  • Work closely with our CX Operations team to uncover and drive  initiatives to improve the customer experience for Coinbase users
  • Turn support data into actionable customer experience  improvement opportunities
  • Become a subject matter expert and essential thought leader in developing a best-in-class customer experience

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

  • Passionate about delivering a great Customer Experience
  • 5+ years of Project Management experience working with tools & analytics in customer experience
  • BA/BS degree in Information Management Systems or equivalent experience
  • Knowledge or experience working on internal tools in support of an operations team
  • In-depth understanding of the capabilities and constraints of Salesforce application
  • Demonstrated ability to lead projects affecting many functions, including product, engineering, finance, compliance, and customer experience.
  • Self-guided with a natural desire to lead strategic problem solving, execution, and project ownership.
  • Demonstrated success in leveraging data to inform customer-oriented decisions
  • Experience collecting internal customer feedback and requests, empathizing with their challenges and opportunities, and prioritizing roadmaps to optimize results.
  • Passion for cryptocurrency, financial markets, and the Coinbase mission.

Nice to haves:

  • 3-5 years of Salesforce Administration and/or project management experience in Salesforce Sales or Service Cloud
  • SQL, R, or other technical skills
  • PMP or Scrum Master experience or certification is preferred
  • Experience with developing customer support strategy