Process Excellence Manager

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.

Team/ Role Paragraph:

The Operations Excellence (OpEx) Manager in India (Hyderabad) will be working across different process domains to positively impact our mission by enabling efficient execution. In this role, your craft will be focused on problem solving and driving meaningful business impact. You'll work closely with business stakeholders across the global Customer Experience delivery organization to identify customer pain points, root causes for customer contacts, and improve customer and customer support agent experience. This role will also be responsible for sedimenting "Production and Management Operating System (PMOS)" aka Lean culture, and continuous improvement.

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

• Provide proactive thought leadership across the Customer Experience organization, with bias towards action and the ability to contribute to overall organizational strategy and direction
• Help build a culture of process excellence across all of Customer Experience organization and Coinbase.
• Help execute the CX strategy and serve as conduit for operational effectiveness and efficiency across the wider CX organization.
• Enable Coinbase to achieve business objectives through the creation of mechanisms that eliminate customer pain points, reduce customer effort, and help improve customer support analyst effectiveness & efficiency.
• Build relationships with stakeholders across the CX organization and company.
• Serve as a mentor to instill new methodologies across different areas of the business.
• Drive impactful change for Coinbase customers and Coinbase through informed, data guided decisions and business acumen.
• Foster a highly engaged organization, setting up opportunities for career development and growth.

What we look for in you (ie. job requirements):

• Motivated by Coinbase's mission and creating a seamless support experience for our global customer base.
• 10+ years in continuous improvement program/project management in a customer support environment with demonstrated impact.
• 10+ years of relevant experience in financial services, technology, customer support operations, business operations, and/or quality management.
• 5+ years of direct people management experience.
• Demonstrated experience driving high-complexity projects & developing improvement systems.
• Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organization.
• Strong communication skills. You have the ability to effectively communicate across various levels of the business (from senior leadership to customer support agents).
• High empathy and relationship building skills to understand customers and customer support agents.
• Process improvement experience via Kaizens and use of LEAN tools
• Fluency in English.
• Travel requirements up to 15% to Coinbase offices and vendor locations based on business need.

Nice to haves:

• AML or Financial Crime Compliance knowledge experience.
• Experience working with regulatory agencies, risk management, and compliance functions.
• Experience with BPO vendor management.
• Experience with different channels of customer support, including voice, email, social and/or chat.
• Lean Six Sigma Black Belt or Master Black Belt Certification.
• Advanced experience in project management, analytics and/or quality assurance.
• Advanced degree in business, finance, customer experience and/or blockchain.
• Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
• Proven ability to influence others without having positional authority

Position ID: P69986

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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:
₹6,061,600—₹6,061,600 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 programin 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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