Project Manager II

Job Description

Location: Dublin, Ireland

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.

Coinbase's Customer Experience (CX) organization plays a critical role in achieving that vision. Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience. Our subteam, CX Advocacy, bridges the gap between Coinbase's support and product functions on behalf of both internal and external customers. We are looking for a talented, proactive project manager to join our office in Dublin, Ireland.

You have experience building relationships with and influencing cross-functional team mates, delivering high quality projects on time, and analyzing data to produce actionable recommendations. You have a natural desire to continuously improve the product, enormous user empathy, and can maintain a calm demeanor in high stress situations. People describe you as accountable, organized, and customer obsessed.

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

• Partner with the Coinbase product teams to understand their roadmaps and serve as their Customer Experience point of contact.
• Be well versed in each of your responsible product areas to serve as the subject matter expert for Coinbase Customer Support.
• Inform decisions made by product managers, engineers, legal, and other stakeholders with a relentless focus on customer impact.
• Own “support readiness” by ensuring that all facets of support operations, including workflows, tools, and content, are crafted in advance of new product initiatives, changes in strategy, or new product releases.
• Understand and be able to address with high accuracy all customer issues the Support team handles related to your product areas.
• Aggregate and vet customer feedback to drive meaningful recommendations and insights for product managers. 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 that reduce customer effort. Then execute.
• Use metrics and data to make informed business decisions and prioritize a backlog based on potential impact.
• Serve as an escalation point for critical issues and incidents when they occur, sometimes including evenings and weekends.
  

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

• Exceptional ability to build relationships and influence colleagues inside and outside of your immediate team. This will be paramount to your success.
• Minimum of 3 years of work experience in consulting, program or project management, customer support, marketing, analytics, or operations.
• Undergraduate degree in business, finance, economics, marketing, or other relevant field.
• Fantastic communication skills in order to operate across multiple departments and stakeholders.
• Skills necessary to construct elaborate project plans, hold working group members accountable, and deliver on time, all the time.
• Ability to quantify the "Voice of the Customer" by developing meaningful dashboards and reports in Google Sheets and other analytics tools.
• Willingness to learn how to write product briefs or UI/UX mock-ups.
• You are familiar with the Coinbase suite of products.
• You exhibit our core values: clear communication, positive energy, continuous learning, and efficient execution.
• You want more than anything else to improve the customer experience for users of Coinbase's crypto products.
  

Nice to haves:

• Familiarity with principles of product management or previous experience working directly with product teams
• Previous experience in crypto, finance, or fintech
• Advanced degree in business, data analytics, or finance
• Advanced understanding of Google apps, Jira, or Salesforce Service Cloud
• Expert-level Excel user or familiarity with SQL
• Project manager, scrum, agile, or Lean 6S certification

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.

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