Staff TPM - Voice of the Customer (VoC) Programs

July 25

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Coinbase

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We're building an open financial system for the world.

Digital Currency • Software • Payment Processing • Bitcoin • Technology

1001 - 5000

💰 $21.4M Post-IPO Equity on 2022-11

Description

• In partnership with our Product, Engineering and Design teams, you will create and manage mechanisms that connect leaders to the voice of our customers. • Use data and customer anecdotes to identify opportunities for new customer facing features. • Develop technical requirements and evolve a data-driven and large language model enabled VoC systems that pushes customer insights and business metrics to key product owners. • Scale existing customer insight processes within to create a cycle of continuous improvement for our products. • Apply strong business analytics skills to synthesize the voice of the customer, business goals, industry trends and Coinbase technology into our goals and objectives for Customer Support. • Incorporate market and competitor research to develop key insights that provide inputs to the Coinbase product design decisions.

Requirements

• Mission-Driven: Motivated by Coinbase’s mission and committed to crafting a seamless support experience for our global customer base. • Technical Experience: Minimum of 8 years of proven experience in technology program and/or customer support programs, including building and scaling enterprise or customer facing programs with a strong technical foundation. Proficiency in data analytics, third party software solutions, and programmatic system integration is ideal. • Leadership: Minimum of 3 years of direct management experience, including managing people managers. • Technical Expertise:Technical aptitude with experience in programming languages (e.g., Python, Java), data analysis tools (e.g., SQL, R), and customer experience platforms (e.g., Salesforce, Zendesk). Ability to design and implement technical solutions to complex problems. • Industry Knowledge: Experience in financial services and familiarity with global regulatory due diligence requirements. • Adaptability: Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast-paced organization. • US-based to enhance affinity with customers and support US-based products and stakeholders

Benefits

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