Operational Excellence Lead

3 days ago


Hyderabad City Taluka, Pakistan Coinbase Full time
Job Description

At Coinbase, we are on a mission to increase economic freedom in the world. As an Operations Manager of Support Operations, you will play a pivotal role in driving our customer experience strategy forward.

You will lead a global team of Customer Experience (CX) managers and oversee more than 150 frontline customer support agents. Your primary focus will be on developing strategies to enhance customer satisfaction and resolution rate, streamlining operations and processes, and driving performance improvements for the network.

We are looking for a strong global leader with 12+ years of experience managing multi-level CX Operations teams. You should have 3+ years of experience managing operations in a volatile/hyper-growth environment. You must be able to work autonomously, handle frequent context switching, and communicate effectively with your team and cross-functional partners.



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