Director, Advocacy (Ecosystem and Expansion)

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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 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. Second, we expect all employees to commit to our mission-focused approach to our work. 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.

The Customer Experience Team  is responsible for developing and delivering best in class support for our customers. As the Director of Ecosystem and Expansion Support, you will lead a team tasked with developing a world class customer service model for developers by working with Product and Engineering developing the vision, strategy, and roadmap for Coinbase’s crypto developer platform. You and your team will build upon our partnership with the Coinbase Product organization to develop and implement new customer features through problem statements supported with data and anecdotes. This role is responsible for providing both strategic and tactical leadership to development teams to ensure our product and customer service strategies utilize customer feedback, insights and market intelligence. 

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

  • In partnership with our Product, Engineering and Design teams, you will create, improve and manage customer support models for our customers to provide delightful customer service experiences for developers. 
  • Use data and customer anecdotes to identify opportunities for new developer facing features. 
  • Recruit and develop a team that models the coinbase values and who are sought after partners for the product teams.
  • Create a data-driven environment by holding a high bar for your team’s ability to dive deep using developer insights and business metrics.
  • Apply strong business analytics skills to synthesize the voice of the customer, business goals, industry trends and Coinbase technology into our goals and objectives for developer success. 

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

  • Developer Empathy: Excited about building great experiences for developers
  •  8 years of proven experience in leading customer impacting programs or products via cross functional teams. 
  • Minimum of 3 years of direct program management experience, leading results through a team of direct reports.
  • You are a strong communicator comfortable presenting to senior executives internally and externally 
  •  Strong business analytics skills to synthesize the voice of the customer, business goals, and business trends.  
  • A broad set of experiences developing and implementing partnership strategies for pre/post launch customer experience improvement, including complex, bespoke customer service models with scalable/repeatable processes.
  • Experience developing unique performance and quality measures and aligning organizations on the value

Commitment to Equal Opportunity

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.    

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to accommodations@ coinbase.com and let us know the nature of your request and your contact information.  For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here). Please contact accommodations@ coinbase.com for additional information or to request accommodations.

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