Support Operations Strategist

1 day ago


Hyderabad City Taluka, Pakistan Coinbase Full time
About The Role
Coinbase is seeking a seasoned CX Operations expert to join our Customer Experience team as a CX Operations Manager - Scaling Excellence. This role will play a pivotal part in driving the success of our global support operations, ensuring exceptional customer experiences, and scaling our business with excellence.

As a key member of our team, you will be responsible for leading a global team of Customer Experience managers and overseeing more than 150 frontline customer support agents. Your primary focus will be on developing strategies to enhance customer satisfaction and resolution rates, streamlining operations and processes, and driving performance improvements for our network.

Responsibilities
* Hire and lead a global team of Customer Experience managers and oversee more than 150 frontline customer support agents* Develop CX metrics/KPIs, establish reporting mechanisms, and consistently monitor and deliver results at the team and agent level* Lead complex projects and operational process improvement initiatives using Kaizen and Lean Six Sigma methodologies* Develop and execute a strategic 3-year plan for Consumer Operations growth and scale* Build and maintain a team culture that is customer-obsessed and relentless in their pursuit of creating the best customer experience possible* Drive weekly, monthly, and quarterly vendor business reviews to instill customer focus and operational excellence culture across all tiers of support* Partner 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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