Manager, CX Quality Assurance

At Coinbase, our mission is to increase economic freedom around the world , and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web3 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.

Ready to #LiveCrypto? Who you are:

• You’ve got positive energy. You’re optimistic about the future and determined to get there.
• You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0.
• You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
• You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
• You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
• You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

As a Sr. Quality Manager for Coinbase, you will be responsible for leading a high functioning team of passionate QA professionals within the Consumer CX organization who know their performance is essential to Coinbase achieving its mission of being the most trusted. You’ll work to make sure the delivery of quality metrics is timely and reliable, while working closely with business stakeholders across the organization to provide insights and improve performance. You’ll help develop process excellence and provide meaningful insights to the supported business through QA and process analysis.You will positively impact our mission by upholding the integrity of quality data and utilizing QA to develop strong feedback loops for continuous optimization. To be successful in this role you will need to be quick to learn the business, have an enthusiastic, positive attitude, and strong knowledge of scaled customer service operations.

What You'll Be Doing (i.e., Job Duties)

• Lead and develop a global team of QA professionals supporting Coinbase’s consumer and specialty businesses.
• Provide leadership and direction to a multi-vendor network to ensure performance goals including quality, SLA, staffing and other operational KPIs.
• Provide cross functional leadership, partnering across operations and the business to implement recommendations and ensure risk identified by QA is adequately mitigated.
• Conduct regular qualitative and quantitative analysis of customer interactions and QA performance to identify systemic areas for enhancing the customer experience through QA insights.
• Establish efficient QA processes and workflows to ensure timely and accurate assessment of customer interactions and adherence to quality standards.
• Generate data-backed recommendations to improve output quality metrics and key risk indicators
• Champion a culture of continuous improvement and lead process excellence initiatives to enhance quality standards.
• Continuously inspect the scalable global QA frameworks to ensure they meet regulatory requirements and exceed customer expectations.
• Collaborate on strategic projects to launch and integrate quality for new products, policies, and vendor sites, driving excellence in customer support.

What We Look For In You (ie. Job Requirements)

• 10-12+ years of people management experience with a track record of employee development.
• 10-12+ years of relevant experience in customer support operations, quality management, financial services, technology, and/or business operations.
• Background in quantitative decision making, ability to drive business/operations metrics, and driving adoption of different tools and resources.
• Strong communication skills and presence: ability to interface with senior leadership
• Experience building CX quality assurance strategies and managing critical operational processes, with end to end business responsibility.
• Experience with vendor management and maintaining cross functional partnerships both vertically and horizontally.
• High attention to detail and proven ability to manage multiple, competing priorities simultaneously with minimal supervision.
• Demonstrated leadership with an efficient execution, supporting a culture of ownership, continuous learning with positive energy.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
• Travel requirements up to 10% to Coinbase offices and vendor locations (depending on business need)

Nice to have:

• Advanced understanding of Google apps, JIRA, Salesforce Service Cloud, MaestroQA
• COPC or Six Sigma Certification
• Knowledge of the crypto industry, web 3, or traditional finance

Job #: P57894

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

Pay Range:

₱4,635,000—₱4,635,000 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. For US applicants, you may view the Know Your Rights notice here . Additionally, Coinbase participates in the E-Verify program in certain locations, as required by 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. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here) .

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