Program Manager - GCS

Coinbase; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a passionate Program Manager to enhance customer experience in the crypto space. This role involves developing strategies, collaborating with diverse teams, and driving operational excellence. You will influence product roadmaps and implement innovative solutions that enhance organizational efficiency. If you thrive in a fast-paced environment and are motivated by a mission to revolutionize financial systems, this opportunity offers a chance to make a significant impact alongside high-caliber colleagues. Join a forward-thinking team dedicated to providing exceptional customer support and shaping the future of finance.

Qualifications

• 7+ years of experience in Program Management or Customer Support Operations.
• Strong project management skills and ability to manage multiple projects.

Responsibilities

• Develop program strategies aligned with organizational goals.
• Collaborate with cross-functional teams to drive impactful initiatives.

Skills

Program Management

Customer Support Operations

Product Operations

Project Management

Analytical Skills

Problem-Solving

Communication Skills

Interpersonal Skills

Flexibility

Tools

SQL

AI Tools

Job description

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

Coinbase's Customer Experience (CX) organization plays a critical role in achieving Coinbase’s vision. Our team is dedicated to achieving a world class customer experience through customer-first insights, prioritization, and programs. Within the International CX Programs team, you’ll be responsible for delivering best-in-class programs for your markets, partnering closely with stakeholders in CX as well as local country leadership and partners to do so.

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

• Develop program strategies for broadly defined business objectives without pre-established solutions, ensuring alignment with multi-year organizational goals.
• Collaborate with cross-functional teams including Operations, Product, Tooling, Analytics, Knowledge Management, Training, and Workforce Management to ensure priority items are progressed with urgency, focusing on the 20% of work that will get 80% of the impact.
• Influence product roadmaps, feature decisions, and engineering processes across various teams. Define program requirements and execute within the CX org, driving timely decisions to accelerate progress and clear blockers, making informed trade-offs between time, scope, and cost.
• Manage challenging and cross-functional goals with a focus on tactical execution. Propose valuable initiatives with clear forecasts of impact and contribute to glidepath development.
• Identify program dependencies and gaps, drive consensus among teams, and unblock issues effectively. Foster collaboration and accountability across the program with minimal managerial support.
• Proactively identify, innovate, and implement solutions to enhance organizational efficiency and effectiveness. Deliver high-impact results with minimal best guidance, setting a precedent for excellence.
• Identify and analyze data, customer feedback, and trends to implement corrective actions and improve operations.
• Establish and maintain Standard Operating Procedures (SOPs) to ensure consistency and efficiency in customer service operations.
• Stay up to date on industry trends, best practices, and emerging technologies to drive innovation in CX Operations and Product.
• Develop and deliver proposals and presentations to stakeholders, providing insights on operational performance and CX opportunities.

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

• 7+ years of proven experience in Program Management, Customer Support Operations or Product Operations
• Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base, including a deep passion for products within the broader crypto space.
• Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
• Track record of developing and implementing mechanisms that enabled quality to scale 5x
• Excellent analytical and problem-solving abilities, with a data-driven mindset
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
• Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization

Nice to haves:

• Passionate about creating an upleveled, localized Customer Support experience for customers
• Strong familiarity with web3 and an active user of decentralized products.
• Experience utilizing AI to transform operations
• Previous experience in Tech, Crypto, Finance or Fintech
• Advanced understanding of data analytics and ability to read & write SQL queries

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