Senior Manager, Global CX Support Operations

At Coinbase, our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web3 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Most importantly, we seek people who are excited about crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.Who You Are• You’ve got positive energy. You’re optimistic about the future and determined to get there.• You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0.• You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.• You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.• You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.• You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value added customer support in Web3. Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience.As a Senior Manager of Support Operations at Coinbase, you will directly lead a global team of Customer Experience (CX) managers, and oversee more than 150+ frontline customer support agents that directly interact with Coinbase customers via phone, chat, and email channels. You will be responsible for developing strategies to enhance customer satisfaction and resolution rate, streamlining operations and processes, and driving performance improvements for the network. This is a pivotal role that will require strong global leadership, analytical skills, and a relentless obsession for creating a world-class experience for Coinbase customers.We are looking for a US-based operator who is open to relocating to Manila, Philippines for one year beginning in Q1/2 2025. Relocation support will be provided. After 1-year we expect this role to be US-located with occasional travel. Additional details will be shared by our Recruiting team.What You’ll Be Doing (ie. Job Duties)• Hire and lead a global team of Customer Experience (CX) managers, and oversee more than 150+ frontline customer support agents• Develop CX metrics/KPIs, establish reporting mechanisms, and consistently monitor and deliver results at the team and agent level• Lead complex projects and operational process improvement initiatives using Kaizen and Lean Six Sigma methodologies• Develop and execute a strategic 3-year plan for Consumer Operations growth and scale• Build and maintain a team culture that is customer obsessed and relentless in their pursuit to create the best customer experience possible• Develop standard work procedures, and utilize feedback to improve operational processes and policies• Drive weekly, monthly, and quarterly vendor business reviews to instill customer focus and operational excellence culture across all tiers of support• Partner closely with Vendor Management, Workforce Management, Quality Assurance, Program Management, and Training Operations teamsWhat We Look For In You (ie. Job Requirements)• 10+ years experience managing multi-level CX Operations teams, 3+ years experience managing operations in a volatile/hyper-growth environment• High horsepower – strong problem-solving skills; adept at frequent context switching; autonomous operator; able to work on multiple projects at once• Emotionally intelligent – can easily gain buy-in from your team and cross-functional partners; authentic; willingness to be humble and vulnerable• Scrappy and proactive – naturally curious enough to “figure it out”; able to pivot and ruthlessly re-prioritize; bias for action and proposing solutions• Expert communicator – ultra clear written and verbal communication; ability to write docs and simplify complex topics for senior audiences• Passion – for creating an exceptional experience for Coinbase customers; for creating economic freedom through crypto and Web3• Willing to work from an office, and potentially evening/overnight shifts (Philippines hours) as business needs requireNice To Haves• MBA or higher level degree• Crypto, financial services, or other tech-company experience• Lean Six Sigma, or green/black belt certificationID: P62060Pay Transparency Notice: Depending on your work location, 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, vision and 401(k)).Pay Range$179,775—$211,500 USDCommitment to Equal OpportunityCoinbase 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 ApplicantsDepending 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.