Senior Technical Program Manager - CX, AI, ML

5 days ago

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Coinbase

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Digital Currency • Software • Payment Processing • Bitcoin • Technology

1001 - 5000

💰 $21.4M Post-IPO Equity on 2022-11

Description

• Ready to be pushed beyond what you think you’re capable of? • Our mission is to increase economic freedom in the world. • We’re seeking a very specific candidate who is passionate about our mission. • The Customer Self-Service and Automation (CSSA) team aims to enhance customer experience. • We are currently seeking an experienced Technical Program Manager to oversee customer-facing self-service and AI efforts. • 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.

Requirements

• 6+ years of program/product 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.

Benefits

• Target bonus + target equity + benefits (including medical, dental, vision and 401(k)).