CX Technical Program Manager

CX Technical Program Manager

Company: Coinbase

Location: United States (Remote)

Job Type: Full-time

🌍 About the Role

Coinbase is seeking a CX Technical Program Manager to drive customer experience improvements by leading technical initiatives within the Customer Experience (CX) organization. This role involves managing the technology roadmap for consumer support, identifying opportunities for self-service and automated support, and collaborating across teams to develop scalable, data-driven solutions that enhance the customer experience.

🧑‍💻 Responsibilities

• Program Management: Lead and manage technical programs to improve customer experience and scale support operations.
• Strategy & Prioritization: Identify, scope, and prioritize initiatives that enhance support experiences and deliver business results.
• Technical Leadership: Write technical PRDs, manage backlogs, and ensure project timelines and results are achieved.
• Cross-Functional Collaboration: Work closely with development teams, CX leadership, and external business units to drive initiatives.
• Data-Driven Decisions: Utilize customer data and feedback to identify actionable improvements in customer experience.
• Thought Leadership: Become a subject matter expert on customer experience, sharing insights across teams.

🧠 Required Skills and Experience

• Education: Bachelor’s degree or equivalent experience.
• Experience: 7+ years in technical program management, preferably in consumer-facing experiences.
• Project Management: Strong skills in project planning, resource management, and multi-project execution.
• Communication: Excellent at stakeholder management and influencing decisions at various levels.
• Data Analysis: Ability to use operational data to drive customer experience improvements.
• Problem-Solving: Strong analytical and problem-solving abilities with a focus on innovation.
• Experience: Writing technical PRDs, managing backlogs, and prioritizing tasks.

🎯 Nice to Haves

• Advanced Degree: MBA or higher-level degree.
• Industry Experience: Previous work in crypto, financial services, or other tech companies.
• Certifications: Lean Six Sigma, green/black belt certification.

💰 Salary Range

• Target Annual Salary: $170,765 - $200,900 USD
• Full-time offers include target bonus, equity, and benefits like medical, dental, vision, and 401(k).

💡 Why Coinbase?

• Mission-Driven: Join a company with a mission to reshape the global financial system through crypto and blockchain technology.
• Growth: Work in a dynamic, fast-paced environment with opportunities for professional development.
• Competitive Benefits: Enjoy a comprehensive benefits package and an inclusive work culture.