Coinbase Program Manager Interview Questions & Answers
Below is a list of our Coinbase interview questions. Click on any interview question to view our answer advice and answer examples. You may view 5 answer examples before our paywall loads. Afterwards, you'll be asked to upgrade to view the rest of our answers.
Behavioral
1. Our ideal program manager is collaborative, accountable, organized, and customer obsessed. How would you rate yourself in these areas?
Why the Interviewer Asks This Question
Coinbase is open and direct about the traits they seek in their ideal program manager candidate. Interviewers are likely to ask questions aimed at identifying candidates with strengths in these specific areas.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to demonstrate humility and honesty in your response. Most interviewers do not expect perfection and may struggle with responses that describe a candidate as an expert in everything they are seeking.
Written by Karrie Day on April 22nd, 2022
Answer Example
"I am a naturally collaborative person. I learn best in a group setting, and I think best by talking things over with others. I enjoy hearing the perspectives of others and facilitating discussions to drive out ideas and weave them together. I am a formally trained facilitator and I am good at creating comfortable team environments where collaboration can take place. I would rate myself high in this area.
Accountability is something I have learned to be better at and appreciate over the years. I have found that fostering vulnerability within teams really goes a long way toward helping people be accountable. I try to set an example of my willingness to be accountable for my own work as early as possible when working with new teams. I also make it a regular part of the process to reflect often so that it becomes a normal part of what we do as teams as opposed to something we only do when we need to answer for our mistakes. I would also rate myself high in this area.
Organization is an area I have to really push myself to focus on. I appreciate and lean on many type-A behaviors, but I have a lot of type B traits. I usually ensure that all of my work that affects others is highly organized, but it is normal to see chaotic-looking notes on my desk or an inbox with a bunch of uncategorized emails.
I am customer obsessed, but I am also team obsessed. I am a believer in a healthy balance between the two. I ask my teams to understand their customer personas and work hard to develop value on their behalf. I also ask my customers to understand when I need to say 'no', or 'not yet' in situations where pushing my team would lead to a poor outcome for everyone."
Written by Karrie Day on April 22nd, 2022
Discovery
2. What does economic freedom represent to you?
Why the Interviewer Asks This Question
The mission of Coinbase is to increase economic freedom around the world. Interviewers at Coinbase ask this question to ensure a candidate's vision for bringing this mission to life is in line with that of the company.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to focus your answer on the aspects of Coinbase that set the stage for financial freedom and not on the political and cultural reasons that financial strife exists. Coinbase is very clear to state that they do not engage in social or political activism. Candidates who promote a social agenda in their response may not be selected for a follow-up interview.
Written by Karrie Day on April 22nd, 2022
Answer Example
"Economic freedom is about empowering choices. It sets the stage for the ability to choose where to live, how to live, and where to invest my energy. I value having the freedom to choose where to work because I am in alignment with the goals of a company. Working at Coinbase would support that value directly.
Economic freedom is also about decentralization, security, and integrity. Transparency and honesty of economic transactions are imperative to the kind of world I want to contribute to and leave behind for my children."
Written by Karrie Day on April 22nd, 2022
Discovery
3. At Coinbase, we only hire candidates we feel can raise the bar. What qualities do you feel you can offer to help improve the teams you will be working with?
Why the Interviewer Asks This Question
Many companies aim to hire "top talent." At Coinbase, this means hiring a candidate that brings a specific set of talents and skills that complement their team in such a way that the team is able to perform at a higher level after the candidate joins. Interviewers who ask this question seek candidates with talents that are in direct alignment with the needs of their specific teams.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to highlight any applicable talents or behaviors you have that are unique or difficult to find in candidates. Offering value that sets you apart from other candidates may raise your chances of being hired.
Written by Karrie Day on April 22nd, 2022
Answer Example
"I have extensive experience in creating exceptional customer experiences. I worked in a number of customer-service-oriented roles early in my career and I am truly passionate about offering services that improve their experience while also streamlining internal operations. I have a proven track record of making these types of adjustments within operations teams that save a significant amount of money that can be further invested in developing products that customers want and need. I enjoy customer outreach, and I thrive at resolving tough customer support issues.
I am also a hybrid personality type. I am able to connect with extroverts, introverts, and those that process information in a variety of ways. I can analyze detailed information and synthesize it to develop a big-picture view. This blend of skills helps me to hold a more holistic perspective and serves as a bridge between people and ideas that are both tactical and strategic in nature. I am not always the person with the best idea, but I am great at helping the best ideas come to light and mix with other great ideas so that they transform into exceptional ideas. I feel these two major skill set areas will help raise the bar within the teams I would work with at Coinbase."
Written by Karrie Day on April 22nd, 2022
Discovery
4. What do you feel you could do to "Enable Belonging to Everyone" at Coinbase?
Why the Interviewer Asks This Question
Many companies are interested to know how candidates will work to create a comfortable and inclusive work environment. An interviewer at Coinbase may ask this question to understand how a candidate plans to contribute to this important company concept.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to keep your answer focused on actions. Coinbase has repeatedly expressed that belonging is not a political agenda, and they are more interested in how their employees can behave in ways that complement their company mission to create economic freedom through an open financial system.
Written by Karrie Day on April 22nd, 2022
Answer Example
"I think enabling belonging for everyone starts with getting to know the people on your teams and understanding what belonging means to them personally. In my experience, the definition of belonging can be different for everyone and what might leave one person feeling supported would leave someone else feeling alienated. I would use this information to develop a collective vision of belonging that could work at the team level while staying in alignment with the company's vision for this goal.
The execution of this would vary and be customized to match the individuals within the team, but the core values behind it would be shared. For example, embracing diversity might look and feel different from team to team, but every team should be able to appreciate the diversity of thought. I appreciate the differences individuals have to offer, but I would continually encourage my teams to fully explore the areas in which they are in alignment and connected as this sets the stage to more easily understand differences and resolve conflicts in the future.
I think this goal also applies to the service Coinbase offers to its customers. Decentralization and economic freedom foster inclusive behaviors and values. Any work that I would do to help to develop and support the infrastructure that allows this to become a reality would help to enable belonging for everyone."
Written by Karrie Day on April 22nd, 2022
Discovery
5. Do you have experience managing geographically distributed teams?
Why the Interviewer Asks This Question
Coinbase is an international company with employees distributed across the globe. Program manager candidates are asked this question to determine their level of experience managing teams in a diverse and virtual setting.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to list the specific regions in which the team members you worked with were located. Candidates that have experience leading teams across a wide array of locations are likely to better understand the various work styles and cultural norms that should be considered from a leadership perspective.
Written by Karrie Day on April 22nd, 2022
Answer Example
"Yes. In my current role, we have members of our teams that work in the United States, Brazil, Peru, Poland, England, the Czech Republic, and India. In general, my guidance to my project managers is to partner with the individuals on their teams to learn about their personal needs and preferences. We strive to work in a flexible way that works for everyone. Over time, it is expected that every person on the team will have to meet at hours that are not optimal, but it is a team concern that should be shared by everyone. I find that setting that tone typically leads to teams self-managing and developing their own give and take schedule that supports everyone professionally and personally.
I have also learned that cultural differences play a part in how people feel about performance standards and feedback. I make an effort to coach the leaders I work with in case they are new to working with team members in a certain location. I believe this helps teams adapt and maintain a working environment that is comfortable for everyone.
I also believe that teams operate more effectively when they know about each other's lives, so I facilitate regular team events to connect and share. For example, last week everyone was encouraged to send a few links to recipes for their favorite local cuisine. Everyone seemed to enjoy learning about new dishes and several members of the teams made the effort to try some of the recipes out at home with their families. It was a lot of fun."
Written by Karrie Day on April 22nd, 2022
Discovery
6. What project management applications do you have experience with?
Why the Interviewer Asks This Question
Candidates may be asked this question in an interview to determine if they have experience in alignment with the tools that Coinbase uses to manage projects, teams, and budgets. Advanced understanding of these types of solutions is considered nice to have and may set a candidate apart from another without expertise in this area.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to include any experience you have administrating the tools in your answer. Activities like queue administration, workflow definition, or other advanced administration experience demonstrate that your knowledge goes beyond a basic user-level understanding of the tools you have used.
Written by Karrie Day on April 22nd, 2022
Answer Example
"Prior to working with agile methodologies, I used MS Project. Most recently, I have used Wrike and Jira. I like them both and they served my needs as a project manager and a program manager. I was able to manage any additional needs I had in Excel.
I was involved in the initial implementations of both of those tools for my teams. I worked to help align the tools properly with our workflows and defined the attributes of information we needed to track. I also helped to customize the reporting at the team and program levels.
I also partnered with a SaaS company that was responsible for several integration projects with my teams. They used Monday, and I have exposure to a number of features within that system. Their implementation was a bit more simplistic than what I am used to, but it seemed to work well for their needs as a small company."
Written by Karrie Day on April 22nd, 2022
Discovery
7. What would "end to end execution" look like in your role as a program manager at Coinbase?
Why the Interviewer Asks This Question
Coinbase program managers manage the programs they are responsible for from the conceptual phase through implementation and support as necessary. They seek candidates with experience building and executing roadmaps from the ground up.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to use this as an opportunity to highlight the various bodies of knowledge you are an expert in and how you would leverage them throughout your answer. This should include skills such as strategic planning, facilitation, coordination, leadership, implementation, etc.
Also, a well-crafted answer will demonstrate your understanding of all of the phases of a program of work and the order in which they occur.
Written by Karrie Day on April 22nd, 2022
Answer Example
"End-to-end execution includes everything from the inception of an idea all the way to the discontinuation of whatever products, projects, or workflows were created. For example, as a program manager, I would leverage my facilitation and strategic planning skills in the discussions for a new series of customer features at Coinbase. I would offer my insight and ensure that the vision for the changes was developed further into specific goals. From there, I would partner with product managers, architects, senior analysts, project managers, and subject matter experts to drive out a strategy for reaching the goals as defined.
I would then use my project planning, resource allocation, and budgeting skills to ensure that the resulting projects are planned and resourced appropriately and that the budgets are approved. I would oversee the purchase of any necessary technology or licensing that would be needed to develop the product. I may also be required to develop documents such as requests for proposals from third-party vendors. In the event this is required, I would also participate in the contract negotiation process.
I would stay engaged during the course of the resulting projects to ensure that the teams involved coordinate appropriately. I would work closely with the project managers assigned to the projects to ensure their teams were adhering to operational excellence standards and I would support them through any challenges that arise. I would keep our roadmaps up-to-date and regularly provide our executives with updates and metrics in regards to our goal progress.
I would work to help coordinate implementation activities and the ultimate delivery of the solutions to the customer, and I would monitor the performance of the released solutions after go-live to determine if any additional actions are needed to ensure the success of the launch. I would work with the product owners and customer support groups intermittently to monitor the long-term success of the solutions and resolve any issues that arise. Finally, I would help coordinate a strategy to goodnight the pieces of the solutions that need to be replaced or removed."
Written by Karrie Day on April 22nd, 2022
Discovery
8. Describe your level of expertise in developing processes and modeling them.
Why the Interviewer Asks This Question
Coinbase program manager job descriptions list a deep understanding of process development as an attribute they seek in candidates. Interviewers ask this question to assess the level of expertise a candidate has in this specific area.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to include the experience you gained while working in other roles such as an engineer or analyst. The scale and focus of previous work may be different from the work you would be assigned at Coinbase, but the concepts are similar and the experience is relevant to this inquiry.
Written by Karrie Day on April 22nd, 2022
Answer Example
"I began my career as an analyst. In that role, I used a number of modeling techniques for developing processes and modeling them. I typically began by understanding the current state workflows, the actors, the inputs, and the outputs. Additionally, I would gather the details needed to understand how various workflows integrated with each other at the contextual level. From there, I would analyze the processes for inefficiencies and opportunities. This would include looking for unnecessary touchpoints and hand-offs, automation opportunities, and bottlenecks.
Based on the results of my analysis, I would then document to-be process models and socialize them with the groups they would affect. I would sometimes lead a proof-of-concept effort to test changes that affected large customer groups or multiple areas. After that, these efforts typically turned into implementation projects that I would participate in as an analyst.
As a program manager, I usually help to identify when this type of project-level discovery is necessary. As a steward of agile methodology, I tend to err on the side of less documentation, but there are times when process modeling is essential. I work to align the resources needed to define and test the processes and ensure teams are aligned properly to support their implementation. Additionally, I mentor and coach the analysts and project managers to ensure their modeling is strategically sound.
In the event that the process definition effort is complex, is highly integrated, or requires coordination across several verticals, I typically work to define the process changes myself at a strategic level and then facilitate the process definition with each of the groups involved."
Written by Karrie Day on April 22nd, 2022
Discovery
9. What are some methods in which you have helped engineers or other technical team members understand the perspectives of your customers or stakeholders?
Why the Interviewer Asks This Question
Program managers often serve as a bridge between customers and the teams that develop solutions on their behalf. Candidates may be asked this question in a Coinbase interview to determine how they would provide their teams with the knowledge necessary to create the best-in-class customer experience that Coinbase regularly strives to offer.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to include a variety of techniques in your answer. Cross-functional teams are likely to have members with differing learning styles. Offering more than one way to learn about the customers a team serves demonstrates a candidate's ability to teach in multiple formats.
Written by Karrie Day on April 22nd, 2022
Answer Example
"I use a number of techniques to communicate the perspectives of customers and stakeholders. I feel this fosters an environment of shared accountability and success on behalf of our customers. On an ongoing basis, I share the news I receive in customer meetings. I like my team to stay in the loop as much as possible and share the feedback I receive about our work and any changes in direction.
In addition to sharing the basic news I gather in customer meetings, I have walked teams through the current state processes to help them understand how our customers function. I like to use metaphors and figurative language to help them better understand difficult concepts.
I have posted the business goals of the users in team rooms or virtually to help keep them fresh in our minds as we work. I have also developed personas, orchestrated shadowing opportunities, taken team members to customer meetings, and facilitated 'ask the customer' lunches to help them get to know their users and develop relationships with them.
Finally, I encourage the project managers and analysts I work with to use similar techniques. I coach them to understand that the more they can do to help the team develop user empathy and the ability to anticipate customer needs, the more effective their work will be."
Written by Karrie Day on April 22nd, 2022
Discovery
10. What certifications do you have that are applicable to the program manager role?
Why the Interviewer Asks This Question
Interviewers ask this question to determine if your educational background is in alignment with the standards used at Coinbase. Specifically, program manager job postings mention program management, project management, agile, scrum, and lean six sigma certifications as nice to have.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to mention any active work you are doing toward gaining specific certifications that are applicable to the role. Interviewers value candidates who continue their education and seek certification in current standards. It is acceptable to also include any expired certifications within your response as long as you make it clear they have expired.
Written by Karrie Day on April 22nd, 2022
Answer Example
"I have three relevant certifications. I am PMP certified, a certified scrum master, and ITIL v4 certified.
I am also a trained facilitator with over one hundred hours of official facilitation experience. I would like to get my certification in that area soon."
Written by Karrie Day on April 22nd, 2022
Discovery
11. What experience do you have with user interaction design standards?
Why the Interviewer Asks This Question
User interaction or user experience-driven design is an important concept at Coinbase. Coinbase employs designers with a wide array of skills including motion and visual design expertise. Interviewers ask this question to determine if a program manager is familiar with how to integrate the work of these individuals at the project level.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to mention any specific tools or methods you have personally used within any projects you worked on. Also, describe the experience you have managing projects or programs in which UX designers played a role.
Written by Karrie Day on April 22nd, 2022
Answer Example
"I am not a user experience or user interaction design expert, but I have taken several classes in this space. I took them to improve my ability to make some of the same considerations an interaction designer would make when I worked as a systems analyst. I wanted to ensure the solutions we developed were in line with the basic standards at the time. I have experience working with mock-ups and wireframes to gather user feedback prior to development.
My experience taught me the value of expertise in this area, and I have supported hiring UX experts when the user experience becomes one of the driving factors in my team's ability to meet the needs of the customer. One of my last teams was responsible for redesigning a system that served internal stakeholders within the media industry. They were creative and the system was seen as boring and difficult to use. We brought in a UX expert to help us with the visual design and data entry workflows. Her work was incredibly valuable and was received well by our users. The intuitive design she created sped up the data entry process significantly and resulted in a 20% increase in accuracy. The end product was also more visually pleasing and that change resonated well with the users.
I noticed in my research that Coinbase employs user interaction designers in several key areas. I would enjoy working with them and incorporating their expertise within the program I would be responsible for."
Written by Karrie Day on April 22nd, 2022
Discovery
12. What excites you the most about working at Coinbase?
Why the Interviewer Asks This Question
Coinbase is clear in their job descriptions that they seek candidates who are excited and passionate about the work they do. This question is a direct reflection of that and is asked to uncover what motivates a candidate to seek employment at Coinbase.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to align your response with the mission of Coinbase in some way. While you may be excited about benefits such as remote work or the insurance, it's best not to focus on these in your reponse.
Written by Karrie Day on April 22nd, 2022
Answer Example
"There are two main things that really excite me about the opportunity to work at Coinbase. First, I am passionate about creating economic freedom for myself and my family. I would love the opportunity to work for a company that is directly aligned with one of the most important personal goals that I have. I also believe in decentralization, and I genuinely appreciate the work that Coinbase does to set the stage for this in a secure and intelligent way.
The second aspect I am excited about is working with the teams at Coinbase. My research on the company showed that high performance is valued and expected. Team contributors are held to high standards, and there is a proven record of assisting those who cannot perform to move on to other opportunities.
I have worked at companies in the past that allow poor performance to become the norm, and it was very difficult for me to operate in that setting. I support learning and have a high tolerance for the forgiveness of mistakes. However, I expect growth and a commitment to excellence from myself and my teams The culture at Coinbase seems to be in alignment with this, and I would love the opportunity to work with like-minded individuals."
Written by Karrie Day on April 22nd, 2022
Discovery
13. How do you educate yourself on crypto trends and changes?
Why the Interviewer Asks This Question
An interviewer at Coinbase may ask this question because the crypto industry requires specialized knowledge and experiences a high rate of change. Coinbase values hiring talented individuals who use their excitement about crypto to foster solid continual learning practices.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to mention using the educational materials generated by Coinbase in your response. Coinbase is a go-to source for beginners and seasoned investors alike. They also educate corporations. Demonstrating your knowledge of these important functions of the Coinbase company model will add value to any interview.
Written by Karrie Day on April 22nd, 2022
Answer Example
"I have been interested in maximizing and diversifying my investments for a long time. I began with the stock market and real estate, and I became interested in crypto investing in 2016. I began by watching videos and reading articles. At first, it felt risky to invest in crypto, but I became comfortable with it over time. I value the decentralization aspect of crypto and I enjoy reading stories of how individuals have leveraged crypto to generate personal wealth in ways traditional investing does not allow.
I frequently use the educational materials available at Coinbase. I have friends and family interested in crypto and I always send them to your website and encourage them to download the app. The information is presented in an easy-to-understand and relatable way. I also use the Coinbase materials to continue learning myself. I follow Coinbases's blog in addition to what is available within the app. Additionally, I follow several individuals online, and read financial articles regularly to stay up-to-date."
Written by Karrie Day on April 22nd, 2022
Discovery
14. What information would you include in a post-launch report for a project or a series of integrated projects?
Why the Interviewer Asks This Question
Coinbase program managers are responsible for the success of the entire life cycle of the programs they are assigned. A candidate may be asked this question to ensure they understand how to properly manage post-launch activities.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to include new feature requests in your response. The introduction of a new solution or series of features often inspires user or customer feedback regarding the next round of opportunities. It is expected that a program manager would include this important data set in their post-launch reporting.
Written by Karrie Day on April 22nd, 2022
Answer Example
"I would include three main sets of data in a post-launch report. First, I would include information about open bugs and issues. This would include a mix of details and summary data regarding the strategy for the resolution of the most important items. I would also include metrics on open tickets and how our support teams are performing operationally to resolve them.
Second, I would include user feedback. I would provide details for any major recurring themes and strategies for handling any negative feedback that needs to be addressed. I would also include summary statements on the overall sentiment of the customers.
Finally, I would include information regarding requests for new features. This information would help to drive the strategy for the next scheduled releases. It would be important to consider including anything the customers perceive would add value to their experience as well as items our internal teams have identified."
Written by Karrie Day on April 22nd, 2022
Discovery
15. Please describe a customer experience improvement a team you led was responsible for.
Why the Interviewer Asks This Question
Passion for delivering the best possible customer experience is valued at Coinbase. Interviewers ask this question to ensure the candidate they select has experience delivering value in this area.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to include information detailing the impact of the improvements your team was responsible for. Include benefits that were measured in addition to items like improved customer satisfaction.
Written by Karrie Day on April 22nd, 2022
Answer Example
"I worked as a program manager of human resources projects within the last enterprise I worked for. Our projects covered a number of areas, and one of them was employee communication through our portal. Shortly after I was hired, I noticed that the portal was mainly used to communicate policy, offer executive bios, and highlight employee or project successes. I felt that we could add a lot of value to the portal if we integrated common self-service HR functions into it.
Before state processes for things like badge requests, tax form changes, address changes, benefits updates, supply requests, etc. were all handled via phone or through various ticketing systems. I remember needing to ask someone who to call or where to go for every little thing I needed and it was frustrating.
I brought several subject matter experts together and brainstormed a list of the most commonly requested employee services. We discussed the frequency, cost, level of effort, and potential for impact on employee satisfaction for each. From there, we developed a prioritized list of areas to explore further. We then developed a strategy of how we could easily offer information or self-service functionality to the employees.
I partnered with several technology teams to develop forms that integrated with the various ticketing systems and allowed employees to submit their own requests. Additionally, I worked with members of my own team to develop portal pages that provided key processes and contact information for common functions that could not be easily integrated. We focused on developing an intuitive and consistent customer experience throughout the portal pages.
We launched the program with a marketing campaign that recognized the confused and disjointed processes of the past. We then highlighted the first round of changes coming and asked for feedback on what employees wanted to see next. It was amazing to see the response. We had around 3,200 employees and we heard from over 1,000 people within the first two weeks. Each new service we added saved an average of 15 minutes per use. The improvement in employee satisfaction with the portal went up from 24% to 78% in a period of six months."
Written by Karrie Day on April 22nd, 2022
Discovery
16. What types of projects and programs do you have experience leading?
Why the Interviewer Asks This Question
This is a general experience question. Coinbase employs program managers to manage initiatives across an array of products and functions within the company. Interviewers ask this question to determine if a candidate's experience is in alignment with the specific program area the role is intended to serve.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to include projects or programs that are not specifically IT-related. Many Coinbase program manager roles do require some level of information technology experience, but others are focused on operations or other important business functions. Interviewers value candidates who demonstrate a well-rounded experience.
Written by Karrie Day on April 22nd, 2022
Answer Example
"In my current role as a program manager, I am responsible for customer service-related projects. This has included projects aimed at improving operations within our call centers and projects focused on marketing and sales analytics. I work with stakeholders across various groups such as operations, sales, marketing, etc., and the projects I have responsibility for are executed by cross-functional teams. I also help to develop strategies for specific customer outreach initiatives and work with our product managers to ensure the feedback I help to gather is incorporated into their designs.
Prior to that, I worked as an IT project manager managing custom application development for enterprise customers. I mostly worked on finance, accounting, and HR solutions."
Written by Karrie Day on April 22nd, 2022
Discovery
17. What business intelligence software do you have experience using?
Why the Interviewer Asks This Question
Program managers at Coinbase are expected to use data-driven decision-making processes. Interviewers ask this question to determine if a candidate has experience leveraging similar business intelligence tools they would regularly use at Coinbase.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to include the business purpose your BI tool supported in your answer. An answer that demonstrates clear business value is appreciated by interviewers.
Written by Karrie Day on April 22nd, 2022
Answer Example
"I have experience working with Tableau. We used a series of vendor-provided solutions to schedule resources, track allocation, track usage, and calculate payroll. The system's reporting capabilities were cumbersome to use and were not formatted in a way that worked for my customers. Additionally, the data was difficult to export. We spent a lot of time retrieving data and writing our own summary calculation formulas. The vendor promised to eventually replace the reporting, but there was no specific plan. I identified Tableau as a potential solution.
I worked with our architect and a few engineers to build out a proof of concept. We first identified and connected the data sets that were relevant. Once we were connected, I worked with the subject matter experts on the business operations side to develop reports and dashboards. The executives were thrilled with the results. I worked with my teams to scale and implement the solution across all of the teams that used the scheduling system. The effort was minimal in cost compared to asking the scheduling vendor to develop our custom reports."
Written by Karrie Day on April 22nd, 2022
Discovery
18. Describe a time when you were unable to deliver a project on-time.
Why the Interviewer Asks This Question
Coinbase program managers are expected to deliver projects on time, every time. Interviewers who ask this question are interested to know how a candidate responds when this standard is unable to be met.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to select an example in which you were able to deliver something even though the expectations for the project were not met. This may include examples such as offering stop-gap solutions or additional customer support until the final solution could be delivered.
Written by Karrie Day on April 22nd, 2022
Answer Example
"I worked with a group of executive operations stakeholders that requested a series of new reports for planning purposes. The reports required data from a third-party system that one of my teams supported. We worked with our users to develop clear requirements and handed our request off to the vendor well in advance of the time they estimated they would need to develop the reports. I always try to allow additional time when working with project teams I do not directly have oversight over.
I met with the vendor and the project manager from my group regularly to check in on the status of this effort. I stayed involved in the details because the vendor was working with new reporting technology and I anticipated they may experience issues along the way--I wanted to be able to jump in and assist if necessary.
It turned out that the vendor ran into several issues and the report and dashboard development efforts would not be completed on time. My stakeholders were nearing annual planning and were anticipating using these tools in their process. I asked them for direct access to a subject matter expert that had helped drive the requirements for the reports. I paired her up with one of our senior engineers and they worked together to write queries that could provide the bulk of the data needed for the planning meetings. The senior engineer and I attended their planning sessions and provided analytics as questions came up.
The executives really appreciated our support and flexibility in a situation that was largely out of our control. They enjoyed being able to toss out a question and have it met with solid data on the fly during their sessions. They asked us to return to their quarterly planning and annual planning sessions even after their vendor-supplied tools were implemented. The change in workflow added a lot of value, and our team gained a ton of insight and process knowledge that helped us better support them overall. The shift in the timeline was frustrating, but the end result added unanticipated benefits that everyone was happy with."
Written by Karrie Day on April 22nd, 2022
Discovery
19. How would you define the relationship between a vision, goals, and strategy?
Why the Interviewer Asks This Question
Coinbase program managers are responsible for taking programs through all of the phases of inception and execution. This question is asked to ensure a candidate understands these important conceptual artifacts that help to drive alignment and success within large programs of work.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to provide easy-to-understand and clear definitions for each area. Program managers often drive the facilitation of the discussion and creation of vision statements, goals, and strategic plans. It is expected that they can quickly and easily describe this work.
Written by Karrie Day on April 22nd, 2022
Answer Example
"Vision, goals, and strategy are high-level features of a program or project that define the target and how it will be met. The vision communicates the 'what' of the initiative. It is a clear and short statement that outlines the purpose and the ultimate goal. It helps to create excitement and alignment within the teams that work toward bringing the vision to life.
Goals define the extent to which the vision will come to life at a given point in time. For example, if the vision of a program at Coinbase is to develop the world's most trusted and used app for crypto trading, a goal for a particular year that aligns with that vision might be to increase usage by 15% within a specific target audience.
Strategic plans define how goals will be met to transform the vision into a reality. If we stick with the example goal of the 15% user increase, a strategy for that goal would include a multi-faceted plan that integrates work between various teams and groups such as product management, marketing, engineering, support, legal, finance, etc."
Written by Karrie Day on April 22nd, 2022
Discovery
20. What are some methods you use to form strong relationships with stakeholders?
Why the Interviewer Asks This Question
Coinbase program managers are expected to develop strong relationships with their teams and their stakeholders. Interviewers ask this question to ensure a candidate has the soft skills necessary to create and maintain these critical connections.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to include personal strategies alongside professional techniques for developing relationships. It is natural to approach this aspect of a program manager's work in a way that cultivates a friendly environment in addition to one of professional trust and respect.
Written by Karrie Day on April 22nd, 2022
Answer Example
"First and foremost, I use performance as a method of forming strong relationships. I make commitments and work hard to develop strategies to ensure they are met regularly. I am accountable for the work of my teams and I take ownership for the resolution of any issues that arise. I work to inspire the members of my teams to learn about their stakeholders and approach their problems and opportunities as if they were their own. I believe in working to develop a consistent level of excellency from a customer service perspective and I strive to set the tone through my own actions. I get involved personally any time I can be of service to my team and my customers throughout all of the phases of the projects I am responsible for.
On a personal level, I take the time to get to know my stakeholders. I enjoy taking them to lunch, coffee, or whatever is appropriate to learn more about them personally and more about their challenges and successes. I feel this type of regular outreach goes a long way towards fostering trust and grace in the event unforeseen challenges arise."
Written by Karrie Day on April 22nd, 2022
Discovery
21. Describe a group of cross-functional teams you were responsible for as a program manager.
Why the Interviewer Asks This Question
Coinbase program managers lead cross-functional teams. Interviewers ask this question to determine if a candidate's experience leading programs is in alignment with the types of leadership responsibility they will have at Coinbase.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to include any types of resources you regularly partnered with even if you were not directly responsible for them from a leadership perspective. Program managers often monitor the work efforts and collaboration with shared services resources such as database engineers, user interaction designers, and architects. Demonstrating the ability to coordinate work across multiple groups simultaneously speaks to a candidate's leadership and organizational skills.
Written by Karrie Day on April 22nd, 2022
Answer Example
"As a program manager at my last company, I was responsible for the coordination of the work of four separate teams that all supported the human resources group. One of our teams was focused on maintenance and support. That team consisted of junior-level engineers as well as an analyst who was responsible for managing the Kanban board of the team, performing analysis, and testing. They focused on bug fixes and ticket resolution for items that could not be resolved by our company help desk.
The second team was responsible for our internal HR portal, and they also took on various integration projects to provide HR-related data to other teams within the business. This was a larger team that had a technical lead, several engineers, analysts, and a project manager who served as a scrum master. They also worked with our architects, database, and change management teams as needed.
The third team managed our payroll and employee onboarding solution. It was a third-party vendor solution, but the team developed customization and integration with other applications as needed. They also managed upgrades. They were structured similarly to the portal-focused team.
Finally, I had oversight over a fourth team that managed the implementations of all of the solutions across these various groups. They had a delivery manager who managed the technical aspects of moving our products into a production environment and the project management functions for this team. There was an analyst responsible for ensuring things were production-ready and they coordinated customer demos. There was an engineer who handled go-live and post-go-live support before handing things off to our help desk. There were also two trainers who maintained the online help documentation, developed online training materials, and facilitated live training events.
All of these teams required coordination, and their budgets were tracked together. I managed their finances, facilitated strategy discussions, and oversaw collaboration efforts. I was responsible for the overall roadmap, and I implemented and monitored the reporting standards for our program. Additionally, I was responsible for upward communication to executive stakeholders and senior managers in my division."
Written by Karrie Day on April 22nd, 2022
Educational
22. The regulatory standards for trading through Coinbase are constantly evolving. Can you describe at a high-level what they are now and how you plan to stay up-to-date?
Why the Interviewer Asks This Question
This is an advanced crypto question. Coinbase seeks to hire employees that are passionate about the future of crypto. Trading and tax regulation is an area of concern for most investors. This question helps interviewers identify candidates that are well-educated about the current state of crypto laws.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to include any knowledge you have regarding international regulations in addition to those in your specific area. The frequently asked questions page of the Coinbase website offers basic regulatory information you can leverage in your response.
Written by Karrie Day on April 22nd, 2022
Answer Example
"Coinbase has licenses in the states that require them for trading digital currency. Additionally, they comply with the Bank Secrecy Act and the Patriot Act. This legislation ensures proper records are held regarding clients and transactions in the event they are needed to support legal disputes or fraud investigations. Additionally, they require that a compliance officer is employed at Coinbase to ensure that all compliance-related regulations are upheld.
It is also my understanding that the SEC classifies digital currency as the same as traditional currency and has jurisdiction over digital wallets. Likewise, the IRS treats crypto gains like short-term and long-term capital gains and they are taxed accordingly.
On the International level, the standards and laws are different for every country of residence for Coinbase customers. The Coinbase website states that they are committed to complying with the individual laws of each country as necessary."
Written by Karrie Day on April 22nd, 2022
General
23. What is your upward communication style?
Why the Interviewer Asks This Question
Program managers at Coinbase are expected to provide regular updates to executives and senior stakeholders. Interviewers may ask this question to determine how a candidate will approach these important conversations.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to demonstrate a style that is clear and honest. Interviewers appreciate candidates that respect authority and show integrity in their approach.
Written by Karrie Day on April 22nd, 2022
Answer Example
"In general, my communication style is direct. I use a clear and easy-to-understand approach. I offer summary-level details and I am prepared to back my assertions up with data and examples as necessary. I try not to spend extra time communicating details for items I am able to handle on my own so that my time with seniors is reserved for the valuable insight they can provide in areas that need support.
I do not typically invest time in trying to avoid difficult conversations. I face them head-on and go in prepared with solution recommendations. I take any feedback that results from these meetings and work hard to incorporate it into my approach for future initiatives. I find the combination of integrity paired with quick and consistent action creates a strong partnership over time with the senior-level stakeholders, managers, and customers I am accountable to."
Written by Karrie Day on April 22nd, 2022
General
24. What is the difference between project management and program management?
Why the Interviewer Asks This Question
Coinbase employs both program managers and project managers. Interviewers ask this question to determine if a candidate understands the differences between the scale and responsibilities of these two roles.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to provide a comparison of the roles across various aspects such as scale, impact, focus, timeline, and task responsibilities. It is helpful to explain the difference for each point of comparison as opposed to offering a complete description of one role, and then comparing them.
Written by Karrie Day on April 22nd, 2022
Answer Example
"At the highest level, program managers typically have a wider range of focus and responsibility than project managers. There are several typical differences between these two roles, but they can vary from company to company. While there may be crossover, the difference is usually a matter of scale and responsibility.
Program managers are strategic and monitor multiple projects and workstreams at a time. Project managers follow the strategic guidance they are given and ensure the success of individual projects through the coordination of work.
Program managers have a long-term focus on work for an area of business, or a portfolio of products they are responsible for. Project managers typically focus more on short-term projects and may shift their focus across products or business areas as needed.
Program managers are often responsible for overseeing standardization across projects or implementing strategy. They bridge integrated efforts together and track high-level metrics and help to advise executive decisions. Project managers are focused on the day-to-day operations of a team and track project-specific metrics. They bridge the individual contributors within a specific team together.
Finally, program managers are typically responsible for deliverables such as strategic plans, roadmaps, and program ROI while project managers are responsible for items such as individual project plans, team performance metrics, and client-focused implementation communication."
Written by Karrie Day on April 22nd, 2022
General
25. What is a blockchain?
Why the Interviewer Asks This Question
Cryptocurrency is integral to the business of Coinbase. Interviewers ask this question to ensure candidates understand the basic concepts that drive crypto investing.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to demonstrate the value of the blockchain approach in addition to the technical definition. For example, your answer should demonstrate your awareness of how the blockchain supports decentralization and transaction security.
Written by Karrie Day on April 22nd, 2022
Answer Example
"In a crypto setting, the blockchain represents the ledger for the transactions that are executed in crypto trading. It is a decentralized and shared database that validates trade information. This ensures that no one person or group has complete control over the transaction processing. The transactions are secure and cannot be altered or deleted once they are logged. The term 'blockchain' is used because the data is stored in 'blocks' that are linked together in a chronological order much like a train with cars that are linked."
Written by Karrie Day on April 22nd, 2022
General
26. What does it mean to have "user empathy"?
Why the Interviewer Asks This Question
Coinbase program managers are asked in many cases to adopt the perspective of their customers. Interviewers ask this question to determine if a candidate understands the concept of relating to the feelings of others and how to apply it from a customer experience perspective.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to include several aspects of empathetic processing in your answer. For example, considering the needs, feelings, and thinking from the perspective of your user may all be required to demonstrate proper user empathy.
Written by Karrie Day on April 22nd, 2022
Answer Example
"User empathy is the ability to understand the feelings of a user, or a group of users. The information that drives this process may be gathered by holding discussions directly with users or reviewing user feedback. In general, I seek to put myself in the shoes of my customers and try to think from their perspectives. This includes thinking about their environment, their education, their successes, their struggles, their wants, needs, etc.
Having user empathy also includes connecting with the feelings of users and anticipating how they might emotionally process something in particular. Coinbase serves a wide array of customers, so holding user empathy and using it to help improve the customer experience would involve intuitively feeling from a number of perspectives simultaneously. I would encourage the teams I work with to do the same by asking questions that encourage this type of processing."
Written by Karrie Day on April 22nd, 2022
General
27. As a program manager at Coinbase, you will be responsible for working with product managers. What are the typical responsibilities of product managers?
Why the Interviewer Asks This Question
Coinbase product managers help to drive the vision and implementation of the various products they are responsible for. They focus on a particular product throughout the entire life cycle of a product and partner frequently with program managers during specific projects. Interviewers ask this question to determine if a candidate understands how to collaborate with this integral role.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to describe responsibilities that have the potential for overlap between these two roles. These areas represent the scenarios that have the most collaboration opportunities and potential for conflict.
Written by Karrie Day on April 22nd, 2022
Answer Example
"A product manager is responsible for the strategy and the success of the development of a specific product they are responsible for. They have end-to-end ownership of all of the activities that affect the development and support of their product throughout its entire life cycle. A product manager may partner with multiple project teams at a time on the development of their product. For example, the product manager of a digital product that has a web and app version may work with multiple development and support teams to ensure its features are developed and supported properly. They may also work with marketing, legal, and other business teams as needed.
A program manager has oversight over the strategy for the success of project execution within a defined portfolio. They help to apply standards and foster coordination between various project teams. They typically oversee the work of individual project managers and assist with resource allocation issues, budget requests, etc.
There can be overlap between these two roles. In the example of the software product manager I gave, they may work alongside a program manager to coordinate interdependencies across teams. However, the product manager maintains a product-specific focus to ensure the right things are developed at the right time. The program manager is more concerned with the efficiency of the operations within the teams they are responsible for and ensure products are developed in the right way."
Written by Karrie Day on April 22nd, 2022
Leadership
28. What is your leadership style?
Why the Interviewer Asks This Question
Coinbase program managers are expected to leverage various styles of leadership on an ongoing basis. Interviewers ask this question to determine if a candidate's specific leadership approach is a fit for the teams they will work with.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to describe a leadership style that is a blend of various approaches. For example, a program manager should have the ability to act as a coach and as a performance-focused leader depending on the situation.
Written by Karrie Day on April 22nd, 2022
Answer Example
"I am a hybrid leader. My approach involves using my intuition and experience to deploy the right style at the right time with the right people. My default style is a combination of visionary and motivational leadership. I like to inspire others to reach beyond our given goals and offer guidance when I see an opportunity for improvement. I enjoy helping others find what they are great at and fully utilize their gifts in a team setting.
I respect authority and leverage a bureaucratic style when necessary while working with senior leaders or clients. I always find a way to offer feedback, and I communicate up well, but I understand my role within an organization and respect the boundaries. I rarely have to leverage this style within my own teams as I prefer a more democratic or inspirational approach to decision-making. However, I am able to step in and make decisions, handle conflicts, and address performance issues when necessary.
I am also a servant leader. I work hard to protect my teams so that they can stay focused on their important work. I do whatever I can to remove roadblocks and set them up to be successful. I am willing to jump in on any task at any time when it makes sense. I feel strongly that demonstrating that no task is too small and doing whatever needs to be done at any time helps to foster wellness within a team."
Written by Karrie Day on April 22nd, 2022
Situational
29. Imagine that you were in the midst of a conflict with your manager and you were asked to "default to trust". What would that mean to you in this scenario?
Why the Interviewer Asks This Question
Interviewers at Coinbase may ask this question to determine if a candidate understands this important company behavior. An environment based on trust first is valued at Coinbase and the company seeks to hire candidates in alignment with this operational style.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to include a description of the intent you expect each party to have in the face of conflict as well as the communication styles you would use. For example, you might describe using active listening or authentic communication skills.
Written by Karrie Day on April 22nd, 2022
Answer Example
"I interpret default to trust as a behavior model where individuals assume the best intentions of each other in all situations. This includes trusting in others to follow through on their commitments and showing them grace when they do not. It includes assuming positive intentions in the face of conflict. It includes authentic and direct communication and active listening.
In the scenario of a conflict with my manager, I would assume that they have the best intentions in mind for our customers, our teams, and for me personally. I would understand that it would serve us well to be authentic and vulnerable with each other to fully expose the root of the conflict and partner on a solution. In the event mistakes were made by either side, I would expect that we could agree to improvement measures, trust each other to follow through on them, and hold each other accountable accordingly."
Written by Karrie Day on April 22nd, 2022
Situational
30. Describe a high-stress situation you were involved in as a program manager and how it was resolved.
Why the Interviewer Asks This Question
Coinbase program managers are expected to tolerate stress well. High stress is not necessarily the norm, but employees are expected to perform in situations that require additional effort and specialized leadership skills. Interviewers ask this question to assess a candidate's ability to navigate stressful situations.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to detail the various strategies you used to help the members of your team cope with the stress involved in your scenario. Candidates with the soft skills necessary to foster calm during chaotic times are valued.
Written by Karrie Day on April 22nd, 2022
Answer Example
"I worked as a program manager for a company that sold products online. The senior executives made a deal with Amazon and decided that our products and financing services would be added to Amazon in addition to the sales channels we already used. The teams I worked with were responsible for working with Amazon to integrate our inventory systems with theirs. We were made aware of the project in July and told we needed to have everything up and running in time for early Black Friday sales.
This was a high-stress situation because the initiative required coordination between many groups at my company as well as Amazon. There were technical, accounting, support, warehousing, and other operations teams involved. Failure at any level would mean a failure to make the date we were given.
I immediately set up a series of meetings with leaders across our internal groups as well as leaders from Amazon. I facilitated the meetings in a scrum of scrum format. We all discussed our progress and roadblocks and worked together to develop strategies to resolve issues as early as possible. It was important to me to do all that I could to shield the teams involved from burnout, and we used everything at our disposal to keep a close eye on the relative stress levels of our employees. There were times of conflict, and times of stress, but the leaders were fantastic about setting a tone and checking in with the individuals involved regularly to ease the process as much as possible.
I spent a lot of time in coach and counselor mode, but it added value in terms of reducing the chaos and gave my teammates a forum to be heard. It became apparent in those sessions that the teams were showing signs of burnout, so we pulled resources from other projects with more flexible timelines. We hired some freelance resources to help with data entry and testing. I worked to make sure all of the new resources were partnered with people who could help train them quickly and answer questions as they went. It worked out really well, and we ended up making the date.
We were working virtually, so I set up a kudos board and asked team members to write short positive notes about the work their co-workers did on the projects. I facilitated a group session to discuss our achievements and celebrate with a meal. I asked our senior management for approval to send everyone a meal gift card, so everyone could enjoy a free lunch alongside the discussion. It was a Friday and I encouraged everyone to log off after lunch to enjoy a little extra time with their families during the holidays. Everyone seemed to appreciate the effort to take a moment to pause and thank them for a job well done."
Written by Karrie Day on April 22nd, 2022
Situational
31. What are some of the methods you could use at Coinbase to gather customer feedback on a regular basis?
Why the Interviewer Asks This Question
Coinbase is passionate about providing an excellent customer experience for the individuals and corporations they serve. Interviewers at Coinbase ask this question to understand a candidate's process for gathering feedback and understanding customer perspectives. This important information is regularly incorporated into the product development and customer support processes at Coinbase.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to include conversational methods in addition to metric-driven analytical processes. Discussions offer rich information that can be difficult to obtain from surveys or online feedback mechanisms.
Written by Karrie Day on April 22nd, 2022
Answer Example
"I would begin the process of gathering and understanding user feedback by utilizing the feedback mechanisms Coinbase already has in place. This would include data collected through the website and app contact functions. I would work with the members of my teams to learn about the internal ticketing systems and any reports available that would help me to identify trends and potential issues. I would track metrics and set thresholds to help determine when further action is needed.
Additionally, I would regularly read opinion pieces written about the Coinbase. While one person's opinion might not represent the entire community, a widely circulated article can shed light on the perspectives some customers adopt and it would be important information to regularly review.
I would also seek out online discussion boards about crypto trading and the various platforms available. I believe it would be useful in gathering contextual feedback on Coinbase and its competitors. For example, if everyone was raving about a new BitMEX feature that Coinbase does not offer, this information would help me to better understand the needs of our customers.
Finally, I would have regular discussions with Coinbase employees, friends, and family members who trade crypto. There is a lot of wisdom to be found in the communities we live and work in. I feel these conversations could be a helpful forum to process some of the data I would be reviewing on a regular basis."
Written by Karrie Day on April 22nd, 2022
Situational
32. How would you inspire positive energy within the teams you have responsibility for at Coinbase?
Why the Interviewer Asks This Question
Every open job at Coinbase mentions positive energy as the first attribute a member of their team possesses. Interviewers ask this question to assess whether the methods a candidate would use to offer positivity to their team are in alignment with the values of Coinbase.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to include a method for honoring and validating negative experiences in your response. It is expected that conflict and frustration will occur in team settings. Asking others to ignore their feelings in favor of positivity generates inauthenticity and additional conflict. Interviewers value candidates that have the ability to facilitate discussions about negative situations and inspire others to balance their perspectives by finding positive and valuable opportunities alongside the unpleasant aspects.
Written by Karrie Day on April 22nd, 2022
Answer Example
"I am naturally a positive person, and I prefer to lead by example in this area. I like to smile and laugh and I try to incorporate those behaviors in a team setting in a workplace-appropriate way. I also recognize that challenges and struggles are real. In a team setting, I strive to validate the concerns of others and not look the other way simply because something has a negative aspect to it. Instead, I inspire trust in others by being honest about how I am feeling and then balancing those feelings by exploring the positive aspects of the situation simultaneously. I find this to be an authentic approach that generates more positive energy than simply ignoring the negative and always painting everything in a positive light.
I take the same approach when brainstorming or imagining future outcomes with my teams. The future is what we come together to create, and while there may be risks or issues, we always have the opportunity to add value. I like to remind my teams of this when we are in a tough spot. I also like to encourage everyone to enjoy the easier times to the fullest. This includes facilitating social activities or just checking in on each other regularly to see how we can be of service to each other."
Written by Karrie Day on April 22nd, 2022
Stiuational
33. Imagine you are told by the engineering team that a feature that will greatly improve the customer experience is in conflict with other features the engineers feel are more important. How do you approach this conflict?
Why the Interviewer Asks This Question
This situational question is aimed at understanding your approach to handling internal team conflicts. Interviewers are interested to learn about a candidate's approach to advocating for their customers during times of disagreement.
Written by Karrie Day on April 22nd, 2022
Remember To
Remember to demonstrate an analytical method within your response. Taking a "the customer is always right" approach is not the highest possible value resolution option in this situation.
Written by Karrie Day on April 22nd, 2022
Answer Example
"The right move should be able to prove itself through cost-benefit analysis. The first step I would take would be to ensure we walk through the details of each approach. It would be important to fully understand the cost, time, and potential benefit of each feature set. Additionally, I would walk the team through an exercise to determine the cost of delay for not implementing each option first.
On the technical side, I would expect to hear things like 'other features will take twice as long to build later if we do not do this now', or 'not implementing this fix puts our customer data at risk.' On the customer side, I would present details like expected revenue, increase in user count, improvement in customer satisfaction, or competitor advantage.
I would explore if there are options to work toward both feature sets through the realignment of resources. After this analysis, it would hopefully be clear which approach is best. If the answer was still unclear, I would ask for support from my senior management and see what plan they feel is best. Once decided, I would then develop a plan to move forward and communicate any delays or changes in expectation to my customers or the technical stakeholders accordingly."
Written by Karrie Day on April 22nd, 2022