CX Vendor Operations Governance Program Senior Lead
Ready to be pushed beyond what you think you’re capable of?
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.
While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.
As part of the Customer Experience organization, the Business Planning & Workforce Operations team is responsible for oversight of BPO operational processes, strategic workforce planning projects, and initiatives to improve agent support quality. We are seeking a highly motivated individual with experience in operations and process improvement to support our growing team. The ideal candidate is a strong communicator with experience developing and launching operational processes, partnering cross-functionally to drive impact, and who has experience with workforce and vendor management.
What you’ll be doing (ie. job duties):
- Oversee CX BPO security program management efforts and governance; monitor and track emerging security risks and partner internally and externally on risk mitigations.
- Develop and maintain strong relationships with CX vendors to ensure continued compliance with Coinbase security requirements.
- Partner with internal teams on testing and launch of new tools and systems to our CX BPO population, including development of roll-out plans and vendor change management.
- Support new site launches by providing onboarding support and working with cross-functional teams to troubleshoot and unblock vendor onboarding issues.
- Partner closely with CX Vendor Managers and Operations to streamline BPO operational processes, such as onboarding and offboarding.
- Support Workforce Management business rhythm activities.
What we look for in you (ie. job requirements):
- Bachelor's degree in Business Administration, Finance, Legal Studies, Risk Management, or a related field
- A minimum of 5 years of experience in operations, consulting, or program management
- Excellent written and verbal communication skills
- Ability partner closely with and influence cross-functional teams
- Proven track record of leading large-scale tooling/system changes
- Proficient in MS Office / G Suite tools
- Strong analytical and problem solving skills, with experience analyzing data to generate insights
Nice to haves:
- Experience developing and launching risk assessments
- Experience meeting with and presenting information to senior leadership
- Experience working in the BPO industry
Job #: P71035
#LI-Remote
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 is an American publicly traded company operating a cryptocurrency exchange platform. They are a distributed company and all employees operate via remote work.
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