Program Manager - GCS

Job Title: Program Manager – GCS

• Location: Singapore (Remote)
• Job Type: Full-Time
• Salary: $138,100 SGD annually + Target Bonus + Equity + Benefits

About Coinbase

At Coinbase, we are driven by a bold mission: to increase economic freedom in the world. As we build the leading onchain platform, we are reimagining the future of the global financial system. Our culture is fast-paced and mission-driven, designed for high performers who want to make an outsized impact and thrive under pressure. If you're passionate about crypto and building cutting-edge customer experiences, we want to hear from you.

About the Role

Coinbase's Customer Experience (CX) organization plays a pivotal role in delivering a world-class customer journey. As a Program Manager in the Global Customer Support (GCS) team, you will be the strategic and operational lead for building scalable support programs across international markets. You'll work closely with stakeholders across CX, product, engineering, and country leadership to ensure alignment, execution, and continuous improvement.

Key Responsibilities

• Develop and execute program strategies aligned with multi-year organizational goals, focusing on impactful outcomes.
• Collaborate across cross-functional teams: Operations, Product, Tooling, Analytics, Training, WFM, and Knowledge Management.
• Influence product and engineering decisions to drive feature development and implementation that support CX goals.
• Manage complex initiatives and ensure clear communication, documentation, and accountability throughout project lifecycles.
• Identify dependencies, unblock issues, and lead cross-team collaboration with minimal oversight.
• Proactively identify and implement solutions to improve organizational efficiency and customer support operations.
• Analyze customer feedback and operational data to inform and implement corrective measures.
• Maintain and evolve Standard Operating Procedures (SOPs) to optimize consistency and quality.
• Monitor industry trends and apply innovations, including AI-driven enhancements, to elevate CX operations.
• Present performance insights and strategic recommendations to stakeholders and leadership teams.

What We’re Looking For

• 7+ years of experience in Program Management, Customer Support Operations, or Product Operations.
• Proven ability to manage multiple complex initiatives with measurable impact and scale.
• Strong understanding of CX metrics, operations, and quality control mechanisms.
• Data-driven mindset with experience in analytics, forecasting, and performance management.
• Exceptional communication and stakeholder management skills.
• Comfortable working in a fast-paced, high-growth, global environment.
• Deep passion for crypto, fintech, and delivering best-in-class customer experiences.

Preferred Qualifications

• Passion for localizing support strategies across diverse global markets.
• Strong familiarity with web3 and decentralized applications.
• Experience applying AI technologies to transform operations.
• Prior experience in Tech, Crypto, Finance, or Fintech environments.
• Proficiency in SQL and advanced analytics tools.

What We Offer

• Competitive salary and target bonus
• Equity grants
• Comprehensive benefits: medical, dental, vision
• Remote-first environment
• Opportunity to shape the future of digital finance and onchain systems

Equal Opportunity Statement

Coinbase is proud to be an Equal Opportunity Employer. We’re committed to building an inclusive and diverse workplace. All applicants will be considered without attention to race, religion, gender, sexual orientation, disability, or other protected status.