
Operations Improvement Specialist
23 hours ago
An Operations Improvement Specialist is needed to drive high-complexity projects and develop improvement systems in a customer support environment. This is an exciting opportunity for someone who wants to make a difference in their career.
In this role, you will 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. You will also be responsible for building a culture of process excellence across all of Customer Experience organization.
- Main Responsibilities:
- Provide proactive thought leadership across the Customer Experience organization with a focus on problem-solving and driving meaningful business impact.
- Help execute the CX strategy and serve as a 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.
- Build relationships with stakeholders across the CX organization and company.
Requirements:
- 10+ years in continuous improvement program/project management in a customer support environment with demonstrated impact.
- Demonstrated experience driving high-complexity projects & developing improvement systems.
- Strong communication skills to effectively communicate across various levels of the business.
- High empathy and relationship building skills to understand customers and customer support agents.
- Fluency in English.
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