Associate Project Manager, Institutional Advocacy

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Coinbase has built the world's leading compliant cryptocurrency platform serving over 73 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.

Coinbase's Customer Experience (CX) organization plays a critical role in achieving Coinbase’s vision. Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience. The Advocacy team within our CX Institutional organization, bridges the gap between Coinbase's client-facing teams and product functions to strive for a more effortless customer experience. We are looking for a talented, proactive Project Manager to join our team.

As a Project Manager, you’ll work in tandem with the Product Managers, Engineers and Designers to shape the future of Coinbase’s products. You’ll thrive in this role if you have experience building relationships with and influencing cross-functional team members, delivering high quality projects on time, and analyzing data to produce actionable recommendations. 

Top candidates for this position will have a natural desire to continuously improve the product, enormous user empathy, and can maintain a calm demeanor in high stress situations. People describe our ideal Project Manager as accountable, organized, and customer obsessed.

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

  • Lead project teams to prepare “support readiness” by ensuring that all facets of support operations, including workflows, tools, content, and change management are deployed in advance of new product initiatives, changes in strategy, or new product releases.
  • Collaborate with client-facing teams to ensure any new product initiatives, releases, or changes in strategy are properly communicated and are “client-ready”
  • Partner with cross functional stakeholders to make critical decisions regarding product strategy & implementation by providing recommendations based on your knowledge of CX’s operational capabilities and the needs of our Institutional clients. 
  • Build strong relationships with team members in Product, Engineering & Design which will be used to advocate for improvements to the customer experience, bug resolution, and feature request development. 
  • Decipher product roadmaps to be able to interpret and clearly communicate impact to CX Institutional Leadership to inform strategy and resource planning decisions. 
  • Understand and be able to address all customer issues Institutional Account Managers and Operations teams handle related to your product areas.
  • Aggregate and vet user feedback to drive meaningful recommendations and insights for product managers. Gather these insights through a variety of channels and tools to accurately capture and represent the customer voice.
  • Turn customer support challenges and business opportunities into a backlog of projects that reduce customer effort. Then implement.
  • Serve as an escalation point for critical issues and incidents when they occur.

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

  • Demonstrates ability to build relationships and influence colleagues inside and outside of your immediate team in a cross-functional environment. This will be paramount to your success.
  • Excellent communication skills, ability to simplify complex topics and adjust delivery for broad audiences  i.e. multiple departments and partners.
  • Demonstrates experience navigating difficult conversations and making decisions on the behalf of the CX organization.
  • Proficiency constructing project plans, holding working group members accountable, and delivering results on time, all the time.
  • Previous experience in crypto, finance, or fintech working in a business to business customer support environment.
  • Passion to improve the customer experience for users of Coinbase's crypto products.
  • You exhibit our core values: clear communication, positive energy, continuous learning, and efficient execution.
  • 3+ years of work experience in consulting, finance, product operations, program or project management, or customer support, preferably in a B2B environment
  • Undergraduate degree in business, finance, economics, or other relevant field, from an accredited university
  • You are familiar with the Coinbase suite of products.

Nice to haves

  • Familiarity with principles of product management or previous experience working directly with product and engineering teams.
  • Bonus points for knowledge of prime brokerage, margin, lending, derivatives, trading platforms, or crypto custody services.
  • Advanced degree in blockchain, data analytics, or finance.
  • Advanced understanding of Google apps, Jira, or Salesforce Service Cloud.
  • Expert-level Excel user or familiarity with SQL.
  • Project manager, scrum, agile, or Lean 6S certification

ID: P32391

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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