Job Description

Job Title: Strategy and Insights Manager

Department: CX Consumer Non-Prod

Job Category: Customer Support

Job Code: Contractor

Location: San Francisco, CA

Duration: 12 Months

Hours: 40 hrs/week (8 hrs/day, 5 days/week)

Summary Statement

Expanding Customer Experience (CX) team in Canada , seeking a strategic, data-driven partner to shape seamless customer experiences through analytics, insights, and collaboration across teams. The ideal candidate will be passionate about leveraging data to drive decision-making, improve global customer satisfaction, and support the evolution of the cryptoeconomy.

Duties & Responsibilities

• Serve as subject matter expert on customer experience (CX) insights for international teams.
• Collaborate with internal analytics teams to analyze case reviews , Voice of Customer (VOC) data, top contact drivers , and regulatory reporting .
• Lead CX improvement initiatives across processes, policies, and SOPs to enhance satisfaction.
• Use data and customer anecdotes to identify product opportunities and provide insights to Product & Engineering.
• Build relationships with cross-functional teams (Product, Engineering, Design).
• Translate business goals and customer insights into operational strategies.
• Champion change management for process and policy updates.
• Manage multiple content requests efficiently and communicate clearly across teams.

Required Skills & Qualifications

• 3+ years in project management and customer support operations , ideally with technical or operational integrations.
• Fluent in French (required).
• Strong analytical and data-driven decision-making skills.
• Excellent communication and simplification abilities.
• Experience working with cross-functional and global teams .
• Comfortable in ambiguous environments .
• Passion for Coinbases mission and the cryptoeconomy .

Preferred / Nice-to-Have

• Experience in financial products , payment systems , trading platforms , lending , or personal finance tools .
• Knowledge or professional experience in cryptocurrency , blockchain , or DeFi .
• Background in compliance (e.g., AML/KYC, risk, policy implementation).
• French-speaking candidates are particularly desired.

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