CX Vendor Operations Program Specialist
Job role insights
Date posted
April 24, 2025
Closing date
May 19, 2025
Hiring location
India USA
Job Type
Remote
Experience
3 - 5 Years
Description
Ready to be pushed beyond what you think you’re capable of?At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.
As part of the Customer Experience organization, the Business Planning & Vendor Operations team is responsible for oversight of BPO operational processes, strategic workforce planning projects, and initiatives to improve agent support quality. We are seeking a highly motivated individual with experience in vendor operations to support our growing team. The ideal candidate is a strong communicator with experience developing and launching operational processes, and who is comfortable analyzing data to identify themes and opportunities.Note: This role will be required to work US hours.What you’ll be doing (ie. job duties): To be completed by all business teams except Eng.- Develop, implement, and maintain playbooks/SOPs to improve and standardize BPO operations.
- Own playbook/SOP roll-out and change management with BPO stakeholders and develop tracking mechanisms to monitor adoption.
- Implement governance mechanisms to ensure BPO adherence to Coinbase procedures, such as agent onboarding/offboarding processes.
- Partner with team members across the Workforce & Vendor Management organization to identify agent quality opportunities.
- Coordinate internal reviews of customer cases and streamline review processes, leveraging results to generate insights.
- Provide support for strategic Vendor Operations projects.
- Bachelor's degree in Business Administration, Finance, Legal Studies, or a related field
- 3-5 years of experience in operations, preferably within the BPO industry
- Strong written and verbal communication skills
- Experience working with cross-functional teams
- Proven track record of driving operational excellence
- Proficient in MS Office / G Suite tools
- Strong analytical and problem solving skills, with experience analyzing data to generate insights
- Experience in vendor management / working with external vendors
- Experience with Lean Sigma principles to identify and solve problems
- Comfortable using BI tools, such as Looker and Salesforce (SQL is a plus)
Pay Transparency Notice: The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, and vision).
Pay Range:
₹1,488,400—₹1,488,400 INR
Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.
