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Coinbase

CX Vendor Operations Program Specialist

Posted 12 Days Ago
Remote
Hiring Remotely in India
1M-1M Annually
Mid level
Remote
Hiring Remotely in India
1M-1M Annually
Mid level
The specialist will develop and manage operational processes, enhance BPO operations, and support vendor management initiatives, focusing on quality and efficiency.
The summary above was generated by AI

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.

As part of the Customer Experience organization, the Business Planning & Vendor Operations team is responsible for oversight of BPO operational processes, strategic workforce planning projects, and initiatives to improve agent support quality. We are seeking a highly motivated individual with experience in vendor operations to support our growing team. The ideal candidate is a strong communicator with experience developing and launching operational processes, and who is comfortable analyzing data to identify themes and opportunities. 

Note: This role will be required to work US hours. 

What you’ll be doing (ie. job duties): To be completed by all business teams except Eng.

  • Develop, implement, and maintain playbooks/SOPs to improve and standardize BPO operations. 
  • Own playbook/SOP roll-out and change management with BPO stakeholders and develop tracking mechanisms to monitor adoption. 
  • Implement governance mechanisms to ensure BPO adherence to Coinbase procedures, such as agent onboarding/offboarding processes. 
  • Partner with team members across the Workforce & Vendor Management organization to identify agent quality opportunities. 
  • Coordinate internal reviews of customer cases and streamline review processes, leveraging results to generate insights.
  • Provide support for strategic Vendor Operations projects. 

What we look for in you (ie. job requirements): To be completed by all business teams except Eng. 

  • Bachelor's degree in Business Administration, Finance, Legal Studies, or a related field
  • 3-5 years of experience in operations, preferably within the BPO industry
  • Strong written and verbal communication skills 
  • Experience working with cross-functional teams 
  • Proven track record of driving operational excellence
  • Proficient in MS Office / G Suite tools 
  • Strong analytical and problem solving skills, with experience analyzing data to generate insights

Nice to haves:

  • Experience in vendor management / working with external vendors
  • Experience with Lean Sigma principles to identify and solve problems
  • Comfortable using BI tools, such as Looker and Salesforce (SQL is a plus)

PID: 70032

Pay Transparency Notice:  Depending on your work location, the target annual salary for this position can range from $[Zone 3 Pay] to $[Zone 1 Pay] + target bonus + target equity + benefits (including medical, dental, vision and 401(k)).

Pay Transparency Notice: The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, and vision).

Pay Range:

₹1,488,400₹1,488,400 INR

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 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 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 Applicants

Depending 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.    


Top Skills

Bi Tools
Google Suite
Looker
MS Office
Salesforce
SQL

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