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Coinbase
Coinbase is a secure platform that makes it easy to buy, sell, and store cryptocurrency.
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Manager, CX Operations at Coinbase (Remote)

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Coinbase has built the world's leading compliant cryptocurrency platform serving over 73 million accounts in more than 100 countries. With multiple successful products, and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are proud to offer an entire suite of products that are helping build the cryptoeconomy and increase economic freedom around the world.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for signals that a candidate will thrive in a culture like ours, where we default to trust, embrace feedback, disrupt ourselves, and expect sustained high performance because we play as a championship team. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people with the desire and capacity to build and share expertise in the frontier technologies of crypto and blockchain, in whatever way is most relevant to their role.

Manager, CX Operations

Coinbase has built the world's leading compliant cryptocurrency platform serving over 68 million accounts in more than 100 countries. With multiple successful products, and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are proud to offer an entire suite of products that are helping build the crypto economy and increase economic freedom around the world.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for signals that a candidate will thrive in a culture like ours, where we default to trust, embrace feedback, disrupt ourselves, and expect sustained high performance because we play as a championship team. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people with the desire and capacity to build and share expertise in the frontier technologies of crypto and blockchain, in whatever way is most relevant to their role.

As an Operations Manager, CX operations, you’ll be fully responsible for leading a team of Group managers and experienced customer support professionals to provide a world class experience for Coinbase customers across CX verticals (Retail, Ecosystem and Insto). You will be responsible for the delivery and execution of customer support, which entails building, growing and managing a high performing and diverse team across multiple locations. You will work with other global leaders, internal stakeholders to achieve a seamless customer experience and scale in a thoughtful, effective way. The job involves organizing, planning, prioritizing and scheduling work assignments, in addition to owning the production & quality KRAs for this team. The role involves influencing peers and stakeholders in other functions to achieve the operational and business goals assigned. The successful candidate should have the ability to work at all levels of detail to accomplish team/organization goals. He or she will identify individual strengths of team members and contribute to talent advancement along with succession planning opportunities within the company. The ideal candidate actively seeks to understand Coinbase core business values and initiatives, and translates those into everyday practices. 

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

  • Responsibility for meeting operational and business goals
  • Has a background in quantitative decision making, ability to drive business/operations metrics, and driving adoption of different tools and resources.
  • High attention to detail and proven ability to manage multiple, competing priorities simultaneously with minimal supervision.
  • Strong analytical, mediation and problem resolution skills.
  • Has managed critical operational processes, with end to end business responsibility.
  • Demonstrated leadership with an efficient execution, supporting a culture of ownership, continuous learning with positive energy.
  • Ensuring high quality standards for interviewing and raising the bar with each hire at all levels of the organization.
  • Effectively leverages the Group managers to solicit ideas and understand problems and challenges.
  • Establishes objectives and metrics for quality, productivity, and customer experience
  • Executing specific people programs on coaching and development and team engagement.
  • Focus on growth opportunities throughout the organization, including development of managers and leads and learning opportunities across multiple subject areas.
  • Thoughtfully delegate tactical responsibilities and set performance expectations across the organization.
  • Drives continuous improvement projects to optimize operations and improve productivity to meet and exceed business objectives; works on strategic projects that have total building and network-wide impact.

What we look for in you (ie. job requirements):

  • Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base.
  • Minimum of 8 years of relevant experience in financial services, technology and/or customer support, with experience in delivering value differentiated support strategies a benefit
  • Minimum of 6 years of direct management experience.
  • Familiarity with banking regulations, payment processes, compliance, consumer and/or institutional operations.
  • Experience building support strategies and scaling teams across multiple workflows and various channels of support, including voice, email, social and chat.
  • Experience with partner management and maintaining cross functional partnerships both vertically and horizontally.
  • Ability to effectively communicate cross functionally and globally.
  • Possesses analytical, mediation and problem resolution skills.
  • Track record of employee development (emphasis on selection and retention).
  • Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
  • Travel requirements up to 10% to Coinbase offices and vendor locations (depending on business need).
  • Fluency in spoken and written English 

Nice to haves:

  • Effective at engaging with stakeholders across multiple functions and ability to influence without authority.
  • Superior analytical skills, including strong ability to identify and solve ambiguous problems.
  • Understand and drive appropriate performance metrics.
  • Experience in project management, analytics
  • Advanced degree in business, finance or CX.
  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.

PID_P33698

Commitment to Equal Opportunity

Coinbase 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 Pay Transparency, Employee Rights and Equal Employment Opportunity is the Law notices by clicking on their corresponding links.  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 send an e-mail to [email protected] coinbase.com and 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). Please contact [email protected] coinbase.com for additional information or to request accommodations.

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Candidate Location Eligibility:
New York City, NY
San Francisco, CA

Technology we use

  • Engineering
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • RubyLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • Amazon Web Services Databases
    • SalesforceCRM
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What are Coinbase Perks + Benefits

Culture
Volunteer in local community
Intracompany committees
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
Continuing Education stipend

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