Quality Senior Program Lead

Team/ Role Paragraph: 

The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value-added Customer Support in Crypto. 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. 

As a CX Quality Senior Program Lead for Coinbase, you will be responsible for end-to-end program management of multiple global quality initiatives. You will be the key strategist and planner in conceptualizing and implementing quality programs that include fortifying our quality foundations, driving continuous improvement and process excellence, and integrating AI/ML to our quality operations. Your role will be vital in the execution of quality programs in a timely and reliable manner while effectively navigating stakeholder expectations and potential roadblocks. 

Please note that this role is expected to report onsite in our Manila office and may have travel requirements (both local and overseas) if needed. Kindly expect to work on a night shift.

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

• Conceptualize and implement quality programs: Building effective quality framework for top business priorities and managing quality partnership with stakeholders - ensuring we cover the business needs through our quality programs.
• Manage quality projects and deployments: Handle multiple projects and deployments simultaneously, overseeing all aspects including scoping needs, resource coordination, timelines, deliverables, goals, and stakeholder communications.
• Collaborate with internal teams: Work with multiple internal teams (Workforce Management, Vendor Management, Operations, Learning & Development, Content, Compliance, etc.) to scope projects, obtain quality program feedback and necessary approvals, and support ongoing quality initiatives.
• Analyze metric trends: Support our business operations by keeping an eye and deep diving on main KPI trends, and utilize quality programs to help drive KPI improvements.
• Improve current QA tools: Work with external and internal partners to improve existing quality tools through AI/ML, reporting/dashboard changes, and needed additional features or changes.

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

• Relevant Experience: 5+ years of experience in program management with proven ability in deploying multiple customer-impacting projects in operations, customer service, supply chain, or financial/banking space.
• Impact-focused: Delivered key projects on a global or large scale with significant metric and cost impact to the business.
• Mission-driven: Strong commitment to Coinbase’s mission with a passion of improving customer experience.
• Problem solver: Excellent analytical and problem-solving skills to identify trends, patterns, and areas for improvement.
• Project management: Excellent project management skills to prioritize and handle multiple projects simultaneously.
• Stakeholder management: Exceptional communication and interpersonal abilities, engaging and influencing stakeholders at all levels of the organization.
• Organizational and time management: Excellent organizational and time management skills, able to prioritize tasks and manage competing deadlines.

Nice to haves:

• COPC, Lean Six Sigma Green/Black Belt, and/or Project Management Professional (PMP) certification
• Familiarity with change management processes
• Experience in implementing AI technologies in operations
• Contact center experience in a Quality or PMO role
• Familiarity with quality management tools such as NICE/MaestroQA