1 month ago
Job Summary
As CX Insights Program Manager you’ll be responsible for developing the strategic solutions contributing to the customer support vision, strategy, and goals to create a best-in-class Customer Experience. Specifically, we are looking for someone to build a new Six Sigma-based Process Excellence and Improvement Framework and Governance Model from scratch that can be scaled across the CX Organization.
- Minimum Qualification : Degree
- Experience Level : Senior level
- Experience Length : 5 years
Job Description/Requirements
What You'll Be Doing (i.e., Job Duties):
- Develop the strategy and roadmap for a robust continuous improvement engine program aligned with Coinbase's overall business goals.
- Utilize your expertise in data analysis and process improvement to identify trends, patterns, and extract insights for process improvement and enhanced customer experience.
- Translate data-driven insights into generate and present comprehensive QA reports, metrics, and insights to senior leadership and stakeholders to drive data-informed decision-making.
- Develop and maintain reporting mechanisms to track and communicate key insights and performance indicators to stakeholders.
- Serve as the subject matter expert within the CX organization for Process Excellence, providing guidance and support to teams.
- Work closely with cross-functional teams to implement process improvements and monitor their impact on customer satisfaction and operational metrics.
- Provide guidance and mentorship to team members on data analysis techniques and process improvement methodologies.
- Foster a culture of quality and continuous improvement within the Customer Service organization, promoting accountability, ownership, and a customer-centric mindset.
What We Look For In You (ie. Job Requirements)
- Black Belt certification in Lean Six Sigma or equivalent.
- Minimum of 5 years of experience in customer service analytics, insights, or quality assurance roles.
- Strong analytical skills with the ability to analyze complex data sets and derive actionable insights.
- Proficiency in data analysis tools and techniques, such as SQL, Excel, and statistical analysis software.
- Experience in driving process improvements and implementing change management initiatives.
- Excellent communication and presentation skills, with the ability to effectively communicate insights and recommendations to stakeholders at all levels.
- Strong project management skills with the ability to prioritize and manage multiple initiatives simultaneously.
- Proven track record of driving improvements in customer service operations.
- Experience working in a fast-paced, dynamic environment.
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