Operational Excellence Professional

16 hours ago

Hyderabad City Taluka, Pakistan beBeeManager Full time
Process Excellence Manager Job Opportunity

We are seeking a highly skilled Process Excellence Manager to join our team. As a key member of our organization, you will be responsible for driving process improvements and enhancing customer experiences.

Your primary focus will be on working across different process domains to positively impact our mission by enabling efficient execution. 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.

This role requires a strong passion for our mission and a desire to create a seamless support experience for our global customer base. You will be responsible for building relationships with stakeholders across the CX organization and company, and serving as a mentor to instill new methodologies across different areas of the business.

Key Responsibilities:
  • Provide proactive thought leadership across the Customer Experience organization, with bias towards action and the ability to contribute to overall organizational strategy and direction.
  • Help build a culture of process excellence across all of Customer Experience organization and Coinbase.
  • Help execute the CX strategy and serve as 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, reduce customer effort, and help improve customer support analyst effectiveness & efficiency.
  • Serve as a conduit for operational effectiveness and efficiency across the wider CX organization.
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.
  • 10+ years of relevant experience in financial services, technology, customer support operations, business operations, and/or quality management.
  • 5+ years of direct people management experience.
  • Demonstrated experience driving high-complexity projects & developing improvement systems.
  • Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organization.
  • Strong communication skills. You have the ability to effectively communicate across various levels of the business (from senior leadership to customer support agents).
  • High empathy and relationship building skills to understand customers and customer support agents.
What We Offer:
  • A competitive salary and benefits package.
  • The opportunity to work with a dynamic and growing organization.
  • A chance to make a real impact on the business and customer experience.
About Us:

We are a leading organization in the industry, dedicated to delivering exceptional customer experiences. Our team is passionate about innovation and committed to making a difference.

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