Business Operations Manager
2 days ago
A Business Operations Manager is needed to drive impactful change for Coinbase customers and Coinbase through informed, data-guided decisions and business acumen. 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:
- Drive impactful change for Coinbase customers and Coinbase through informed, data-guided decisions and business acumen.
- Provide proactive thought leadership across the Customer Experience organization with a focus on operational effectiveness and efficiency.
- Help build a culture of process excellence across all of Customer Experience organization.
- Enable Coinbase to achieve business objectives through the creation of mechanisms that eliminate customer pain points.
Requirements:
- 10+ years in continuous improvement program/project management in a customer support environment with demonstrated impact.
- 5+ years of direct people management experience.
- 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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