Lead CX Program Manager

California, United States /
Customer Success – Customer Support /
Full-time
/ Remote
Launched in 2019, Binance.US is the fastest growing and most integrated digital asset marketplace in the United States, powered by matching engine and wallet technologies license from the world’s largest cryptocurrency exchange - Binance. Our mission is to provide liquidity, transparency, and efficiency to financial markets by creating products that leverage crypto to unlock the power of everything. We build bridges between traditional finance and digital markets that enable growth for all—empowering the future of finance. Binance.US is operated by BAM Trading Services.

The Lead Program Manager, within the CX organization will be responsible for developing, organizing and executing on strategic initiatives directly impacting the customer experience across Binance.US products. This is a highly cross functional role in which you will engage with stakeholders across the organization to execute on a diverse set of programs that are integral to key business objectives.

Responsibilities

    • Determine and define project / program scope, objectives and resources with a cross functional stakeholder group including Onboarding, Risk, Payments, etc.
    • Develop and manage a detailed project / program schedule and delivery plan
    • Act as the point of contact and communicate regular status updates to relevant team members and stakeholders
    • Build and execute support readiness plans to ensure operational excellence across the CX organization
    • Proactively identify and collaborate with leadership to understand and eliminate blockers 
    • Act as the voice of the customer throughout the project / program life cycle ensuring that the customer experience is a guiding force

Requirements

    • Passionate about working in a fast-paced environment supporting customers across an exciting suite of products
    • 8+ years of experience in project / program management, product operations, product management, business operations and / or related experience
    • 5+ years working in or supporting a customer support or customer experience organization
    • Skilled at working effectively with cross functional teams in a global dispersed organization
    • Solid organization skills, including multitasking and time-management
    • Strong ability to keep stakeholders on-track by setting clear goals and driving toward expected outcomes
    • “Crypto curious” with a keen desire to drive the web3 industry forward in service of our customers
The starting base pay for this role is between $80,000 and $95,000 USD for all U.S. remote locations. The actual base pay is dependent upon many factors, such as: transferable skillsets, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future.

Binance.US is an Equal Opportunity Employer. Our mission is to give Americans access to a broad array of digital assets, and we thrive because of the diverse and inclusive team that we are building. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance. 

Binance.US complies with Federal Transparency in Coverage regulations by providing this link to machine readable files related to the health plans offered to our employees. The machine-readable files are formatted to allow researchers, regulators, and application developers to more easily access and analyze data including negotiated service rates, and out-of-network allowed amounts between health plans and healthcare providers.
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