Senior Manager - Retail Vendor Operations

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world.

To achieve our mission, we’re seeking a very specific candidate.

Our work culture is intense and isn’t for everyone.

The Coinbase Customer Experience (CX) organization plays an imperative role in achieving our mission.

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.

What you’ll be doing (ie. job duties):

• Build, develop, lead Consumer BPO operations and the vendor management team as part of a shared services support function
• Drive continuous improvements and quality performance of partner metrics such as quality, productivity, staffing, training, attrition, and efficiency.
• Hold vendors accountable to executing Coinbase operational excellence & contractual standards
• Demonstrate deep knowledge of operations, workforce forecasting and planning to ensure necessary staffing levels to support customer demand
• 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.
• 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

P69167

Pay Transparency Notice: The target annual salary for this position can range as detailed below.

Pay Range:

₹9,918,900—₹9,918,900 INR