CX Technical Senior Program Lead (Lincoln)

Coinbase Customer Experience Technical Program Lead

Ready to be pushed beyond what you think you're capable of? At Coinbase, our mission is to increase economic freedom in the world. It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform and with it, the future global financial system. To achieve our mission, we're seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company's hardest problems. Our work culture is intense and isn't for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there's no better place to be. While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported. The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value added customer support. Our team is dedicated to eliminating customer pain points, empowering our global customer base via self-service and automation, and optimizing customer support interactions to create an effortless experience. As a CX Technical Senior Program Lead you will play a critical role in shaping and delivering the Consumer Support technology roadmap. You will identify opportunities to elevate our self-service and automated support experiences in ways that delight our customers. You will lead strategic cross-functional initiatives to develop scalable, data-driven, and customer-focused experiences that both resolve issues and create value for our business.

What You'll Be Doing :

• Identify, scope, and prioritize key initiatives that create best in the world support experiences.
• Explore the use of new technologies to improve delight customers and achieve key results.
• Lead and manage technical programs to improve the customer experience and scale operations.
• Establish key results, write technical PRDs, manage technical backlogs, and prioritize work to achieve them.
• Coordinate with multiple development teams and build strategic partnerships with CX leadership and external business units.
• Utilize customer data and anecdotes to identify actionable customer experience improvement opportunities.
• Become a subject matter expert and thought leader in developing a best-in-class customer experience.

What We Look For In You :

Nice to Haves :