Senior Manager – Retail Vendor Operations

Key Responsibilities

• 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

Qualification & 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

Benefits

• Medical insurance including Dental & Vision for employees and dependants
• Group Personal Accidental Insurance
• Group Term Life Insurance
• Employee Stock Purchase Plan (ESPP)
• Wellness Stipend
• Mobile/Internet Reimbursement
• Connections Stipend
• Learning and Development Allowance
• Employee Assistance Program
• Travel Medical Policy – Global Traveler
• Fertility Benefits
• Generous Time Off/Leave Policy