CX Vendor Manager

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November 20

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Coinbase

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Crypto • Finance • Fintech

Coinbase is a leading cryptocurrency exchange platform that allows individuals and institutions to buy, sell, and trade various crypto assets such as Bitcoin and Ethereum. The company offers advanced trading tools, institutional solutions, and a self-hosted wallet for storing and managing cryptocurrencies. With a strong focus on security and transparency, Coinbase provides a trusted platform used by millions globally. It supports various features including staking, earning rewards, and spending crypto through their cards. Additionally, Coinbase provides developer tools and APIs for building onchain applications, making it a comprehensive hub for engaging in the crypto economy.

1001 - 5000 employees

Founded 2012

₿ Crypto

💸 Finance

💳 Fintech

💰 $21.4M Post-IPO Equity on 2022-11

📋 Description

• Performance and relationship management of BPO Vendors • Generate insights and present it to Vendors and Internal stakeholders • Create and/or execute strategies to improve vendor performance • Ensure vendors are compliant with Coinbase requirements policy wise and contractually • Find solutions to performance related problems with a Lean Six Sigma mindset • Drive continuous improvements and quality performance of partner metrics such as quality (CSAT, Resolution Rate, FCR), productivity, staffing, training, attrition, and efficiency. • Hold vendors accountable to executing Coinbase operational excellence & contractual 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 • Travel 30 - 40%

🎯 Requirements

• 5+ years of relevant vendor management or Consumer/Compliance Operations experience • Experience leading BPO operations (preferably in the Compliance space) or directly relevant Compliance 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 • 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 • Experience using BI tool such as Looker and Salesforce (nice to have) • SQL experience a plus (nice to have) • Green Belt or Black Belt Six Sigma certification (nice to have) • PMP certification (nice to have) • Experience with and/or keen interest in cryptocurrency (nice to have)

🏖️ Benefits

• bonus eligibility • equity eligibility • benefits (including medical, dental, and vision)