Sr Manager, Operations

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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.

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 a Senior Manager, Customer Experience Operations, you’ll be fully responsible for leading a team of Operations managers and experienced customer support professionals to provide a world class experience for Coinbase customers across any CX verticals (Retail, Ecosystem and Institutional. 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.

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

  1. Drives strategic business decisions by influencing key stakeholders/ category leaders using data and structured analysis
  2. Handle partnerships and serve as an escalation point with various departments within Coinbase, including (but not limited to) product, engineering, legal and security.
  3. Owns end-to-end service delivery and planning, which includes staffing models, resource hiring, optimizing utilization and other infrastructure needed for production
  4. Build and monitor performance metrics, maintain weekly and monthly communications and metrics reporting with Sr Leaders, business partners and finance teams.
  5. Sets clear goals and expectations for Operations managers and the team. Measures performance, provides feedback, and holds leaders accountable. 
  6. Is expected to set and improve policies and procedures, maintaining full compliance, implementing best practices.
  7. Developing, modifying and maintaining the operational and design effectiveness of internal controls
  8. Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team
  9. Committed to build a championship team, developing the leaders and staying invested in building talent pipeline 
  10. Interact with stakeholders at multiple levels to define and deliver solutions for defect elimination, process improvements and drive efficiencies and cost savings.
  11. Identifies and works on strategic projects that have total building and network-wide impact.
  12. Adapt to changing priorities and lead the change , open to new ideas, laser focused prioritization and efficient execution.
  13. Responsible for providing strategic level/long-term planning (3, 6, and 12 months out) including labor planning and flex planning
  14. Significantly participates in recruiting efforts. Strives hard to bring in top talent in each seat.
  15. Effectively leverages the operations managers to solicit ideas and understand problems and challenges.

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 10 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 stakeholder management and maintaining cross functional partnerships both vertically and horizontally.
  • Possesses analytical, mediation and problem resolution skills.
  • Track record of employee development (emphasis on selection and retention).
  • Ability to effectively communicate cross functionally and globally.
  • Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
  • Fluency in spoken and written English
  • Travel requirements up to 10% to Coinbase offices(depending on business need). 

Nice to haves:

  • A proactive, high energy attitude geared towards achieving continuous improvement.
  • Flexibility: Ability to operate in a fast-paced, rapidly evolving, and data-driven organization.
  • Entrepreneurial; someone who wants to build out the new teams.
  • Communicative: Excellent with and able to communicate across and within teams well in a transitional, matrixed environment.
  • Experience in project management, analytics 
  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.

PID_P33696

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 accommodations@ 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 accommodations@ coinbase.com for additional information or to request accommodations.

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