Customer Service QA Program Manager

At Coinbase, 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 Web3 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. Most importantly, we seek people who are excited about 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.

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 seeking a highly skilled and experienced Senior Program Manager to join our team at Coinbase. As a Senior Program Manager, you will play a critical role in ensuring the highest level of customer service quality assurance across our organization. You will be responsible for developing and implementing strategies, processes, and tools to monitor and improve the quality of our customer service interactions. You’ll work to make sure that the delivery of quality metrics is timely and reliable, while working closely with business stakeholders across the organization to provide insights and improve performance.

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

• Develop the strategy and roadmap for a robust Quality Assurance (QA) program aligned with Coinbase's overall business goals and objectives.
• Design and implement a scalable QA framework that encompasses all aspects of customer service operations, including processes, procedures, and performance metrics.
• Establish efficient QA processes and workflows to ensure timely and accurate assessment of customer interactions and adherence to quality standards.
• Identify and implement appropriate QA tools and technologies to streamline QA activities, automate processes, and enhance efficiency.
• Continuously analyze QA data and metrics to identify trends, patterns, and opportunities for process improvement and enhanced customer experience.
• Collaborate with cross-functional stakeholders, including Customer Experience, Operations, and Product teams, to align QA initiatives with business objectives and drive improvements.
• Generate and present comprehensive QA reports, metrics, and insights to senior leadership and stakeholders to drive data-informed decision-making.
• Lead change management efforts related to QA program implementation, including communication, training, and adoption planning.
• Foster a culture of quality and continuous improvement within the Customer Service organization, promoting accountability, ownership, and a customer-centric mindset.

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

• Minimum of 7+ years of experience in quality assurance, preferably in a customer service or contact center environment.
• Has a background in quantitative decision making, ability to drive business/operations metrics, and driving adoption of different tools and resources.
• Strong knowledge and understanding of quality assurance principles, methodologies, and best practices.
• Proven experience in developing and implementing quality assurance programs and processes.
• Excellent analytical and problem-solving skills to identify trends, patterns, and areas for improvement.
• Exceptional communication and interpersonal skills to collaborate with cross-functional teams and stakeholders.
• Ability to drive change and continuous improvement initiatives to enhance the overall quality of customer service operations.
• Experience in conducting root cause analysis and implementing corrective actions to address quality issues.
• Ability to adapt to a fast-paced and dynamic environment, managing multiple priorities and deadlines.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.

Nice to haves

• Advanced understanding of Google apps, JIRA, Salesforce Service Cloud
• COPC or Six Sigma Certification

Job #: P57898

Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range from $[Zone 3 Pay] to $[Zone 1 Pay] + target bonus + target equity + benefits (including medical, dental, vision and 401(k)).

Pay Transparency Notice:Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also includetarget bonus + target equity + benefits (including medical, dental, vision and 401(k)).Pay Range:$144,500—$170,000 USD

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 the Know Your Rights notice here. Additionally, Coinbase participates in the E-Verify programin 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 contact us at accommodations[at]coinbase.com to 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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