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.

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