Senior Director, CX Tools Product
We’re Coinbase. We’re the world’s most trusted way to join the crypto revolution, serving more than 89 million accounts in more than 100 countries.
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 Web 3.0 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.
We are looking for a driven, self motivated product leader who thrives in a fast paced environment, is comfortable with dealing with ambiguity, is able to think through complex challenges & strongly align cross functional teams effectively to launch products.
Having knowledge & experience in building customer tools products is definitely a value add for this role. In this role, you will define the product vision and strategy for Coinbase to provide its customers with the most trusted customer service experience in crypto by delivering industry-leading and delightful CX journeys. Identify & build innovative solutions to eliminate automate issues top of the top of the funnel using new, world-class “Self Help” experience. Leverage AI & signals to create further powerful customer feedback loops with products. Additionally, in this role you will build smart tools for enabling mission critical tools for stakeholders within Coinbase as well by building a flexible, extensible tools platform which helps rapidly develop & customize workflows for security, customer service, compliance and others.
What you’ll be doing (i.e., job duties):
- Define a compelling vision, strategy & a roadmap for Coinbase customers in product support experience and tools. Innovate on crypto forward solutions by leveraging on chain data, communities that benefit the entire ecosystem.
- Create strong cross functional alignment towards the vision and strategy, build relationships with stakeholders and teams to help influence & drive successful outcomes
- Build and scale product teams in multiple geographies
- Build a rigorous data driven culture, define both north star and guardrail metrics.
- In this role you will define & build new tools and workflows for Admin, Security, Customer Experience and Compliance.
What we look for in you (i.e., job requirements):
- Minimum of 15 + years of experience with expertise in building scalable customer experience support solutions & tools platforms
- Strong leadership on vision & strategy
- Bachelor’s degree, MS/MBA preferred
- Significant experience managing senior PM’s & scaling up product teams
- Ability to focus on scalable platform solutions and business outcomes
- Ability to build strategy, prioritize with deploy new innovative solutions with focus
- Ability to challenge existing status quo and push for new, effective & scalable platform solutions
ID: GP1680
Notice for Colorado applicants as required by sb19-085 (8-5-20). Target annual salary for this role performed in Colorado, is $275,825 + target bonus + target equity + benefits (including medical, dental, vision and 401(k)).
Please note that for employees based in the US, Philippines, Canada or Singapore, if your role requires you to be present in a Coinbase office or if you choose to be physically present in a Coinbase office or sponsored location, you will be required to be fully vaccinated from COVID-19 (as defined by applicable law). If you receive an offer, you will receive additional information about the grounds and process for an exemption.
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[at]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).
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- Health, Dental, and Vision insurance covered at 100% for employees and 80% for dependents
- HSA plan with company seed
- Disability and Life Insurance
- 401(k) plan with company match
- $260 monthly Commuter Benefit
- Monthly Gym Benefit
- Volunteer Time Off
- Fertility Counseling and Benefits
- Learning and Development stipend
- 18 weeks paid Parental Leave
- Meals and Snacks provided onsite
- The option of getting paid in digital currency
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