Director of Customer Experience Operations

1 day ago


Hyderabad City Taluka, Pakistan Coinbase Full time
Job Description
Coinbase is seeking a seasoned CX Operations expert to lead a global team of Customer Experience managers and oversee more than 150 frontline customer support agents. As a Director of Customer Experience Operations, you will play a pivotal part in driving the success of our global support operations, ensuring exceptional customer experiences, and scaling our business with excellence.

Key responsibilities include:
* Hiring and leading a global team of Customer Experience managers and overseeing more than 150 frontline customer support agents* Developing CX metrics/KPIs, establishing reporting mechanisms, and consistently monitoring and delivering results at the team and agent level* Leading complex projects and operational process improvement initiatives using Kaizen and Lean Six Sigma methodologies* Developing and executing a strategic 3-year plan for Consumer Operations growth and scale* Building and maintaining a team culture that is customer-obsessed and relentless in their pursuit of creating the best customer experience possible* Driving weekly, monthly, and quarterly vendor business reviews to instill customer focus and operational excellence culture across all tiers of support* Partnering closely with Vendor Management, Workforce Management, Quality Assurance, Program Management, and Training Operations teams

Requirements
* 12+ years of experience managing multi-level CX Operations teams and 3+ years of 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* Passionate about creating an exceptional experience for Coinbase customers and creating economic freedom through crypto and Web3* Willing to work from an office and potentially evening/overnight shifts as business needs require.

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