Manage a team of Customer Service Representatives at interactive investor. Driving quality service and team performance in a regulated contact centre environment.
About the role
- Program Manager evolving Priority Support for Coinbase One membership. Managing CX experiences and driving member retention through strategic improvements.
Responsibilities
- Own the end-to-end Coinbase One CX experience across Priority Support, Coinbase One Card, and Account Protection/
- Deep dive top CB1 contact drivers to analyze root causes, frequency, and customer impact, and propose solutions that reduce friction through product improvements, automation, and self-service content.
- Continuously improve customer satisfaction (measured by CSAT) to position Priority Support as a clear value proposition of the Coinbase One membership.
- Evolve Priority Support by improving routing, playbooks, processes, and tooling to deliver predictable quality at scale.
- Leverage Priority Support interactions as a retention driver by designing save strategies and enabling agents to educate members on CB1 benefits.
- Drive product adoption at scale by designing treatments that guide members to new products and features.
- Translate voice of customer insights into roadmap changes in partnership with CB1 Product, Engineering, and Design, prioritizing fixes that deliver measurable outcomes
- Enhance the Coinbase Debit Card support program by owning the full CX experience, setting quarterly goals, and driving targeted improvements.
Requirements
- 5+ years in CX program management, project management, or product operations
- Proven success leading retention or scaled product adoption programs with measurable business impact.
- Demonstrated ability to run high-impact cross-functional programs across Product, CX, and vendor partners.
- Strong execution skills with a balance of strategic leadership and hands-on delivery.
- Data-driven operator with experience defining KPIs, partnering with Analytics, and using experimentation to drive improvements.
- Executive-ready communication and stakeholder management skills
Benefits
- bonus eligibility
- equity eligibility
- medical insurance
- dental insurance
- vision insurance
- 401(k) plan
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