Job details

Senior Manager - Retail Vendor Operations

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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.

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 world class support and client services across our entire suite of products.

With the results-oriented goals of ramping up new support capabilities for Coinbase customers, we’re looking for a Lead Manager of Vendor Management to support our BPO partners in providing an exceptional experience for our customers. The right person for this role is energized by thrilling developments across the cryptoeconomy, has in-depth BPO and/or Consumer Operations management experience, with a keen eye for detail, performance management and improvement. They will be the primary liaison between Coinbase and our critical BPO partners.

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

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

What we look for in you (ie. job 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

P69167

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:

₹9,918,900—₹9,918,900 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).

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Coinbase Glassdoor Company Review

3.7

Coinbase DE&I Review

3.9

CEO of Coinbase

Brian Armstrong

Approve of CEO

Average salary estimate

$119400 / YEARLY (est.)

min

max

$119400K

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What You Should Know About Senior Manager - Retail Vendor Operations, Coinbase

Are you ready to elevate your career in a fast-paced, innovative environment? At Coinbase, we're on a mission to increase economic freedom across the globe, and we're looking for a Senior Manager - Retail Vendor Operations to help us achieve that vision. In this role, you'll have the unique opportunity to lead our Consumer BPO operations and vendor management team, playing a vital role in providing exceptional experiences for our customers. If you're passionate about crypto and blockchain technology and want to make a real impact, this position is tailor-made for you! Your responsibilities will range from driving continuous performance improvements of our vendor partners to ensuring that our operational excellence standards are met. You’ll enjoy collaborating with cross-functional teams, solving complex issues, and identifying areas for automation and digitization. With a minimum of 5 years in vendor management or Consumer Operations, you’ll leverage your ability to communicate effectively and present ideas clearly to both internal stakeholders and external partners. If you're excited by the challenge of leading multi-disciplinary projects in a dynamic environment, we want to hear from you! With a commitment to diversity and inclusion, Coinbase is a place where innovative minds come together. Join us in shaping the future of finance as we build the onchain platform of tomorrow.

Frequently Asked Questions (FAQs) for Senior Manager - Retail Vendor Operations Role at Coinbase

What are the primary responsibilities of the Senior Manager - Retail Vendor Operations at Coinbase?

As a Senior Manager - Retail Vendor Operations at Coinbase, your primary responsibilities will include building and leading the Consumer BPO operations team, driving performance improvements across vendor metrics, and ensuring that quality standards are upheld. You will act as the key liaison among Coinbase and our BPO partners, addressing operational challenges, recruitment needs, and optimization opportunities.