Senior Technical Program Manager

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.
The Customer Self-Service and Automation (CSSA) team at Coinbase is dedicated to enhancing the customer experience by developing robust self-service and automation solutions. Our goal is to empower customers with effortless and highly efficient self-service support options, ultimately enhancing product satisfaction. Collaborating closely with Product, Engineering, Design, Analytics, and other teams, we aim to revolutionize customer interactions. We are currently seeking an experienced Senior Technical Program Manager to oversee our Agent Tooling and AI efforts, focusing on identifying automation opportunities and ensuring scalability. The ideal candidate will possess a blend of technical proficiency, project management acumen, and a profound understanding of customer and agent needs. This role plays a crucial part in shaping the future of customer engagement through strategic planning, technological innovation, and cross-functional cooperation.



What you’ll be doing

Gain a very deep understanding of agent and business processes with the intention of identifying automation and RPA opportunities.
Help define the strategy behind long-term agent tooling and work with technical and non-technical stakeholders to align on and execute that strategy
Collaborate with Program stakeholders to monitor the agent and customer impact of your efforts
Lead UAT for your launches and develop ongoing quality monitoring for your solutions.
Maintain awareness of industry trends and evolving technologies to ensure your solutions are focused on delivering the best experiences possible
Contribute to OKR development via data analysis and goal setting in order to achieve business objectives
Develop metrics and KPIs to measure the effectiveness of the agent systems, making data-driven decisions to enhance performance and customer satisfaction
Serve as the point of contact for all matters related to the agent tooling strategy, providing expert guidance and support.
Team up with external & internal stakeholders (engineering, product, analytics, customer experience, etc) to develop business requirements and define success criteria
Manage requirements documentation, milestone mapping, prioritization, and program communication
Create thorough functional specs, project / release plans, and roadmaps
Monitor program status, identify issues / risks, succinctly communicate issues, and proactively collaborate to ensure timely resolution
What we look for in you

7+ years of program management experience at a technology company and/or in a technical capacity
3+ years of similar experience working with Customer Support organizations
Experience working with and an understanding of basic concepts for ML and/or LLMs
Experience working with Customer Support tools (IVRs, chatbots, CRMs, etc)
Strong understanding of customer experience principles and how technology can enhance customer satisfaction
Experience building strategy and roadmaps (both technical and programmatic) with clear success criteria
Ability to communicate with technical and non-technical stakeholders in order to drive alignment
Exceptional communication and leadership skills, with the ability to influence and drive consensus across diverse stakeholder groups
Ability to leverage data to inform critical decisions and make recommendations
Prior experience working with global teams/stakeholders across a wide range of timezones
Proficiency in software development concepts as well as SQL
Nice to haves: