CX Supply Chain Project Manager
Coinbase has built the world's leading compliant cryptocurrency platform serving over 30 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.
The Coinbase Customer Experience (CX) organization plays an imperative role in achieving our mission. Our team is dedicated to eliminating customer challenges, empowering our global user base via self-service and automation, and optimizing customer support interactions to build an effortless experience. More specifically, the CX Operations team is dedicated to providing premier support and client services across our entire suite of products.
With the results-oriented goals of ramping up support for existing and new cryptocurrencies, we’re looking for Supply Chain Project Manager for our CX Operations Project Delivery and Mobilization team. You’re someone who is energized by thrilling developments across the cryptoeconomy and has a combination of in-depth supply chain and project management experience, with a keen eye for detail and organization. You’ll help support our hypergrowth by developing vendor relationships and focusing on scaling our supply chain needs across the CX Team.
What you’ll be doing (ie. job duties):
- Accountable for a large project to develop our CX Operations Supply Chain strategy and processes, working closely with cross functional teams such as Client Services and existing external partners to make recommendations and drive to implementation plus overseeing that program longer term.
- Relationship management of all external supply chain partners including evaluation and sourcing additional partners as required, as well as developing SOPs, ensuring schedules are maintained, budget management and ensuring cost effectiveness.
- Taking overall business forecast and inputs assumptions (customer profile, geography, SLA, inventory levels, etc) to create more detailed information for varying audiences.
- Act as a key stakeholder to upcoming product launches to input Supply chain timelines and manage impact of dependencies.
- Ability to troubleshoot and lead change of plans as well as work towards solutions and communication to the impacted partners.
- Develop tracking of, schedules and dashboards to communicate overall supply chain and operations health, keeping teams and leadership apprised of status.
- Looking for solutions to streamline processes through automation and integrations to ensure the most efficient customer experience.
- Working on other customer experience operations projects as needed and contributing to development and implementation of Project Management processes.
What we look for in you (ie. job requirements):
- Motivated by Coinbase’s mission and creating a flawless support experience for our global customer base
- 5+ years of proven experience in Supply Chain or Logistics in either financial services, technology and/or customer support
- Deep expertise in supply chain process operational design and implementation
- Experience in a project and/or program management capacity running large scale and multi-faceted initiatives.
- Strong communication and relationship management skills to engage across internal, and external partner stakeholders
- Familiarity with tools including Gsuite, Excel, PPM tools.
- Advanced analytical and modeling skills, familiarity with SQL a plus
- Strong leadership and communication skills, organized and able to multitask
- Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
Nice to haves:
- Advanced degree in, supply chain management, business, finance, customer experience and/or crypto.
- Deep understanding of Google apps, JIRA, Salesforce Service Cloud.
- Experience running RFIs and/or RFPs.
ID: R23236
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