Project Manager, Advocacy (Product Ops Specialist)

Coinbase San Francisco , CA 94118

Posted 2 weeks ago

Location: San Francisco, CA

Coinbase has built the world's leading compliant cryptocurrency platform serving over 30 million accounts in more than 100 countries. With multiple successful products, and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are proud to offer an entire suite of products that are helping build the cryptoeconomy, and increase economic freedom around the world.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we assess whether a candidate demonstrates our values: Clear Communication, Positive Energy, Efficient Execution, and Continuous Learning. Second, we look for signals that a candidate will thrive in a culture like ours, where we default to trust, embrace feedback, disrupt ourselves, and expect sustained high performance because we play as a championship team. Finally, we seek people with the desire and capacity to build and share expertise in the frontier technologies of crypto and blockchain, in whatever way is most relevant to their role.

Read more about our values and culture here.

Support plays a critical role in achieving that vision. Our team is dedicated to educating, helping, and supporting our global user base by helping the Operations team scale and by partnering with the teams build Coinbase products.

We are looking for a seasoned project manager to join our Support team. You should have experience specing internal tools, delivering tangible projects or scaling operations at a large consumer or financial company. You have a passion for making the customer experience seamless and fantastic. You have a strong passion for the product, user empathy, and can maintain a calm demeanour in high stress situations. People describe you as accountable and organized.

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

  • Partner with the Coinbase product teams to understand their roadmaps & serve as their Customer Experience POC

  • Be well versed in each of your responsible products to serve as the subject matter expert for the Support teams & Client Services

  • Understand and be able to address all customer issues the Support team handles related to your product areas with high accuracy and customer satisfaction

  • Own "support readiness" by ensuring that all facets of Support Operations - workflows, tools, content are prepared for the new initiative, change in strategy, or product release.

  • Utilize insights from metrics and analytics to make informed business decisions

  • Triage & vet feedback from the delivery team to drive meaningful recommendations and insights for Product. Gather these insights through a variety of channels and tools to properly capture and represent the customer voice.

  • Turn customer support challenges and business opportunities into a backlog of projects

  • Define business requirements in the form of a product brief that can be handed over to a technical team to execute & deliver

  • Prioritize a backlog based on potential impact & metrics

  • Serve as an escalation point for critical issues and incidents

  • Guide decisions with Product Managers, engineers, Legal and other stakeholders with users in mind

  • Facilitate the creation of user facing education

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

  • You have previous experience working with Sales & high networth clients or support teams that provide high touch support.

  • You have experience as Customer Success Manager, Sales Ops, Product Specialist or Project Manager

  • You are familiar with the Coinbase products

  • You exhibit our core values: clear communication, positive energy, continuous learning, and efficient execution

  • Minimum of 3 years of work experience in consulting, project management - project management frameworks & processes

  • Ability to build project plans, product briefs, and mocks to design tangible deliverables

  • Fantastic communication skills in order to operate across multiple departments and stakeholders.

Nice to haves:

  • You have worked in Finance, Fintech, or understand financial regulation and compliance requirements.

  • Advanced degree in business, data analytics finance or CX.

  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.

  • Expert-level Excel user (Vlookups, pivots, macros, etc.), comfortable with SQL, Tableau.

Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer and to review all of our job postings to minimize biased language. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws.

Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how your data will be processed as part of the application procedure for application locations is available here: Ireland/EU, United Kingdom, and California. By submitting your application, you are agreeing to our use and processing of your data as required.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Operations Project Manager Lead Global Product And Software Engineering


Posted 1 week ago

VIEW JOBS 2/8/2020 12:00:00 AM 2020-05-08T00:00 Recruiting is a core strategic driver of Facebook's success. We have a world-class team working together to help drive our ambitions and scale to the next level. We are looking for an Operations Project Manager Lead to work at the intersection of project management, operations strategy, and consulting. The person in this role will help identify and drive recruiting initiatives and process improvements across our recruiting function. This person will be part of the Global Product and Software Engineering (GPS) recruiting organization, and work on the GPS Operations team. This role will support the design and execution of strategies that will improve the efficiency of our global recruiting teams. One of the primary ways this will be accomplished is by effectively partnering with, and integrating the capabilities of, our cross functional partners into the day-to-day operations of the GPS recruiting organization. While some initiatives are known today, it will also be the responsibility of the Operations Project Manager Lead to stay close to the teams within GPS to identify opportunities for new projects. This role sits squarely within a fast-paced, dynamic environment that continually presents opportunities to produce solutions for a wide variety of interesting and often complex challenges. OPERATIONS PROJECT MANAGER LEAD, GLOBAL PRODUCT AND SOFTWARE ENGINEERING RESPONSIBILITIES * Drive process improvements: Work with recruiting leadership and management, the Recruiting Insights team, and other teams to optimize and execute our recruiting strategies and process improvements Establish project plans and strategic planning templates to achieve the desired business outcomes, providing a centralized view across the recruiting teams Lead and manage large-scale, organization-wide projects through planning, development, launch, stabilization and close Manage multiple concurrent projects and/or projects with multiple workstreams that require inputs from cross-functional stakeholders Manage and escalate project risks and issues as appropriate, and establish success metrics for projects and ensure performance is tracked and measured Develop and maintain strong relationships with stakeholders inside and outside of GPS Consult with stakeholders on their current operations, suggest improvements, and partner on change management Assist with escalated issues on priorities, goals, strategies, resources and key initiatives as related to GPS-wide projects Streamline internal communication strategies and channels Coordinate with the Recruiting Programs and Operations Team members to develop and implement global internal communication strategies, messages, tools and cascade mechanisms Advise recruiting leaders on approaches to effectively communicate priorities to our business leaders MINIMUM QUALIFICATIONS * 4+ years of dedicated project/program management and/or consulting experience Experience using MS Office tools (Excel, PowerPoint, Word, Visio or other process mapping software) Experience with business process management, workflow, and life cycle management Cross-functional communication and interpersonal skills PREFERRED QUALIFICATIONS * BA/BS degree Experience in high tech environment Experience in recruiting, HR, or operations project management Proven experience in process and operations improvement PMP and Six Sigma certification and/or relative project management/process improvement experience Strategic, analytical and problem solving skills Experience working cross functionally and holding people accountable for deliverables without a formal reporting structure Experience working independently with minimum supervision and leading multiple projects simultaneously involving various groups, locations and vendors Experience working in a fast-paced environment and deal with ambiguity Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities — we're just getting started. Facebook is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at Facebook San Francisco CA

Project Manager, Advocacy (Product Ops Specialist)