Customer Care Analyst
Acuity
Technical Program Manager, Customer Experience
Coinbase
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $170,765 - $200,900 per year
Job Level
SeniorLead
About the role
- 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.
Requirements
- Bachelor's degree in a relevant field or equivalent experience.
- 7+ years of experience in technical program management, preferably in consumer facing experiences.
- Strong project management skills with the ability to estimate work efforts, design project plans, and manage resources.
- Ability to execute on and manage multiple projects simultaneously
- Experience writing technical PRDs, managing backlogs, and prioritizing work items.
- Excellent communication and stakeholder management skills, including experience influencing peer groups and upwards leaders.
- Desire to experiment and innovate on behalf of customers.
- Strong analytical and problem-solving abilities.
- Familiarity with operations data analysis and using data to inform customer experience improvement decisions.
- Ability to build and maintain strategic partnerships with internal and external stakeholders.
- Passion for delivering a best-in-class customer experience.
