Client Engagement Support Integrations Project Manager

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About Kraken

As one of the largest and most trusted digital asset platforms globally, we are empowering people to experience the life-changing potential of crypto. Trusted by over 8 million consumer and pro traders, institutions, and authorities worldwide - our unique combination of products, services, and global expertise is helping tip the scales towards mass crypto adoption. But we’re only just getting started. We want to be pioneers in crypto and add value to the everyday lives of billions. Now is not the time to sit on the sidelines. Join us to bring crypto to the world.

About the Role

Our mission is to accelerate crypto adoption and it’s critical that we provide an outstanding support experience to our clients in order to accomplish our mission. Our support offering is our key differentiator, and we are continuing to invest in building exceptional service for clients around the world via all of our support channels - online, chat, email and on the phone.
 
Kraken Client Engagement (CE) is seeking an experienced Support Integrations Project Manager who is eager to work in a fast paced, data driven environment to join our team. This role will collaborate across departments and with external parties to drive the seamless integration of support for newly acquired entities and Kraken product offerings, and to support our mission of providing tailored, reliable and effortless service experience for our clients.

The Support Integrations Project Manager must have the project and stakeholder management abilities required to drive up to three complex M&A initiatives at one time. A successful candidate will be detail oriented with a holistic perspective and a focus on establishing and continuously improving processes.

Responsibilities

  • Partner with internal and external stakeholders on Merger & Acquisition (M&A) projects, acting as their primary point of contact and communication bridge to counterparts on CE, and partnering on an ongoing basis to understand needs and assure alignment with project plans
  • Host regular (at least bi-weekly) Support Integration stand-up meetings to update CE Managers, Directors, and Head of Function on upcoming and current Support Integration initiatives and activities, ensuring notes and recordings are shared
  • Maintain and refine internal documentation on support integrations, including confirmatory due diligence reports and initiative charters
  • Act as primary owner and administrator for the Support Integrations project board and roadmap, monitoring project progress, escalating blockers as needed, and refining execution strategy over time
  • Attend Product and Corporate Development meetings, remaining vigilant for potential upcoming support integration initiatives before logging and driving them
  • On an at least monthly basis, share updates on enhancements made to the support integration program with CE leadership
  • On a rotational basis in partnership with CE's Change + Project Management team, lead weekly CE Operations stand-up meetings

    • Requirements

  • 1-3 years of experience in a project or program manager role for a large, client-facing organization
  • 1-3 years of experience driving M&A initiatives for a large, client-facing organization
  • Excellent written, spoken and interpersonal communication skills, with the ability to collaborate with stakeholders and counterparts of varying technical familiarity to understand and communicate needs, and to drive desired results
  • Eager and proactive in understanding business objectives with a strong attention to detail
  • Very organized with a keen eye for continuous improvement of processes
  • Familiar with Kraken products and developments in the cryptocurrency industry, with the inclination to self-educate when necessary
  • Comfortable working in a fast-paced environment with rapidly shifting priorities
  • Passionate about Kraken’s mission
  • Prior experience working with Jira and Confluence is a plus
  • Agile and Scrum certifications and/or experience is a plus
  • PMP certification is a plus
    • We’re powered by people from around the world with their own unique and diverse experiences. We value all Krakenites and their talents, contributions, and perspectives, regardless of their background. 

    As an equal opportunity employer we don’t tolerate discrimination or harassment of any kind. Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws. 

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