Quality Senior Program Lead

1 week ago

Manila, National Capital Region, Philippines Coinbase Full time

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.

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
Pay Transparency Notice:

The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + benefits (including medical, dental, and vision).

Pay Range: ₱2,971,600 — ₱2,971,600 PHP Commitment to Equal Opportunity

Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law.

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information.

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