CX Vendor Operations Program Specialist

Job Title: CX Vendor Operations Program Specialist

• Location: India (Remote)
• Department: Customer Experience – Business Planning & Vendor Operations
• Work Hours: U.S. hours (IST night shift)
• Compensation: ₹1,488,400 INR/year + Bonus + Equity + Benefits
• Employment Type: Full-time

About Coinbase

Coinbase is a leading cryptocurrency platform dedicated to building the future of the onchain financial system. Our mission is to increase economic freedom globally, and we achieve this by hiring mission-driven individuals who thrive in fast-paced, high-impact environments.

We are seeking candidates who are proactive, data-driven, and ready to make meaningful contributions in one of the world’s most transformative industries.

About the Role

As a CX Vendor Operations Program Specialist, you will play a critical role in ensuring the smooth and scalable operation of Coinbase’s BPO (Business Process Outsourcing) network. You will manage playbooks, enforce governance standards, and drive process improvement projects that support customer-facing agents and internal stakeholders.

This is a highly collaborative and strategic role best suited for a detail-oriented operator with strong communication and analytical skills.

Key Responsibilities

• Develop and maintain standard operating procedures (SOPs) and playbooks to standardize global BPO operations
• Manage the rollout and change management of playbooks with external vendors
• Enforce compliance with Coinbase’s policies for agent onboarding/offboarding and workflow adherence
• Support strategic CX initiatives by partnering with Workforce, Vendor Management, and Quality Assurance teams
• Conduct internal customer case reviews and streamline quality review processes
• Leverage data and insights to identify operational gaps and recommend solutions

What We’re Looking For

• Bachelor's degree in Business Administration, Finance, Legal Studies, or a related field
• 3–5 years of experience in operations, ideally within the BPO, fintech, or tech services sector
• Excellent written and verbal communication skills
• Experience working cross-functionally across diverse stakeholders
• Proven track record of driving operational excellence and process improvements
• Proficiency in Microsoft Office / G Suite
• Strong analytical mindset with comfort handling data for decision-making

Nice to Haves

• Experience in vendor or partner management
• Knowledge of Lean Sigma or similar process improvement methodologies
• Familiarity with Looker, Salesforce, and SQL

Why Join Coinbase?

• Work from anywhere in India
• Competitive compensation and stock options
• Comprehensive benefits (health, dental, vision, wellness)
• Work with some of the brightest minds in crypto
• Be part of a global movement creating financial access and inclusion

Apply Now

🔗 Apply Now and help us build the infrastructure for the new financial system.