
Process Excellence Manager
1 day ago
Are you ready to unlock new levels of efficiency and effectiveness in your work? As a Process Excellence Manager, you will play a crucial role in driving business impact through the creation of mechanisms that eliminate customer pain points, reduce customer effort, and improve customer support analyst effectiveness & efficiency.
This is an exciting opportunity for someone who is passionate about creating seamless support experiences for customers. With 10+ years of experience in continuous improvement program/project management in a customer support environment, you will be able to demonstrate your impact on the organization.
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:
- Create proactive thought leadership across the Customer Experience organization with a bias towards action.
- 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.
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.
- 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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