Ready to be pushed beyond what you think you’re capable of?
At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.
To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.
Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.
While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.
The Coinbase Customer Experience (CX) organization plays an imperative role in achieving our mission. Our team is dedicated to eliminating customer challenges, empowering our global user base via self-service and automation, and optimizing customer support interactions to build an effortless experience. More specifically, the CX Operations team is dedicated to providing world class support and client services across our entire suite of products.
With the results-oriented goals of ramping up new support capabilities for Coinbase customers, we’re looking for a Lead Manager of Vendor Management to support our BPO partners in providing an exceptional experience for our customers. The right person for this role is energized by thrilling developments across the cryptoeconomy, has in-depth BPO and/or Consumer Operations management experience, with a keen eye for detail, performance management and improvement. They will be the primary liaison between Coinbase and our critical BPO partners.
What you’ll be doing (ie. job duties):
- Build, develop, lead Consumer BPO operations and the vendor management team
- Drive continuous improvements and quality performance of partner metrics such as quality (CSAT, Resolution Rate, FCR), productivity, staffing, training, attrition, and efficiency.
- Hold vendors accountable to executing Coinbase operational excellence & contractual standards
- Drive recruitment, selection, and retention of highly qualified external candidates
- Ensure that production and quality work reflects Coinbase standards
- Participate with cross-functional teams in strategic decisions designed to meet quality and service goals
- Identify, analyze, and resolve a wide range of technical, process, and operational issues, providing quick and conclusive solutions
- Identify improvement opportunities through building mechanisms that will uncover improvement opportunities, build effective solutions to improve ideally automation or digitisation
What we look for in you (ie. job requirements):
- 5+ years of relevant vendor management or Consumer Operations experience
- Experience leading BPO operations (preferably in the Consumer space) or directly relevant Consumer Operations (Financial sector)
- Excellent communication skills and styles, both written and verbal. Demonstrated ability to effectively present information to internal and external audiences
- Proven ability to lead and coordinate multi-disciplinary projects and initiatives in a fast-paced and deadline-oriented business environment with broad impact
- Understanding of financial policies and budgetary requirements
- Demonstrated ability to deliver transformational projects, programs, and business initiatives using creativity and ingenuity
- Demonstrated ability to use data to drive operations improvements
- Extensive understanding of the organization's business operations and industry.
- Knowledgeable of emerging trends and industry practices
Nice to haves:
- Experience using BI tool such as Looker and Salesforce
- SQL experience a plus
- Six Sigma certification
- PMP certification
- Experience with and/or keen interest in cryptocurrency
ID: P69149
Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.
Commitment to Equal OpportunityCoinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Know Your Rights notice here. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.
Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).
Global Data Privacy Notice for Job Candidates and ApplicantsDepending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.
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