Technical Program Manager

Job ID#:
Title: Technical Program Manager
Duration: 6 months
Start Date: 10/6
Location: Remote
W2/C2C: W2 Only
 
Job Description:
Your primary responsibility will be to ensure a successful end-to-end launch of the new Workforce Management system (WFM) for the Customer Experience (CX) organization. You will own both technical and non-technical aspects of rollout. You will 1) partner with business stakeholders understanding their requirements and represent these needs with internal and external partners, 2) partner with internal technical teams to ensure success of the WFM implementation, and 3) partner with external stakeholders to ensure the vendor’s implementation is successful. 
You will evaluate, prioritize, plan, and execute cross functional requirements for multiple CX WFM teams. You will also set up systems and processes for the ongoing maintenance and improvement of the WFM platform including the intake and prioritization of new features and requirements. You are well versed on WFM jobs to be done and capabilities and have experience assessing requirements and making tradeoffs for growing technology programs. You will work with cross functional partners across a wide variety of teams  (Engineering, Customer Experience, Compliance, Security, IT, etc.) to deliver value for internal partners. You will report to a Group Product Manager on a team of PMs and TPMs within our Enterprise Applications and Architecture organization. 
In addition to the core WFM implementation, you may also drive additional priorities and requirements for related platforms used by the CX Platform Operations team for Case Management, Quality Management, Content Management and Learning & Development. 
Responsibilities:

• Develop and manage the overall project plan and timeline for the WFM implementation across Product, Engineering, Quality, and other business teams involved in the integration
• Work directly with the Business stakeholders to understand business requirements and dependencies
• Proactively builds relationships with key cross functional stakeholders across a wide variety of internal stakeholders.
• Maintain project timelines, milestones, risk tracker, decision log and regular status reports
• Communicate risks, status, and timelines to partners and senior management
• Collaborate with Engineering to identify, scope, and deliver non-functional requirements
• Maintain compliance with IT and security policies and procedures
• Facilitate regular status meetings and ensure alignment across teams on goals, dependencies, and issues
• Own UAT/testing of WFM requirements
• Lead change management efforts including communication, training, and adoption planning
• Own the post go-live support and ensure a successful transition to steady state operations

 
Skills:

• 5+ years experience in technical project/program management
• Strong prioritization methods with communication (written and verbal) skills to navigate tough trade off discussions
• Demonstrated experience working with customer experience or customer support organizations
• Willingness to learn and apply processes unique to the challenges at Coinbase
• Experience in successfully applying Lean, Agile, ITIL, or process improvement to previous workflows
• Expert at coordinating highly technical teams and delivering value to internal customers effectively
• Design and improve procedures that solve problems in simple and scalable ways
• High proficiency in Jira, Slack, and G-Suite