Senior Manager - Retail Vendor Operations

Job Title: Senior Manager – Retail Vendor Operations

• Location: Remote – India
• Company: Coinbase
• Job Type: Full-Time
• Salary Range: ₹8,265,800 INR (plus bonus, equity & benefits)

About Coinbase

Coinbase is on a mission to increase economic freedom in the world. As the world’s leading cryptocurrency exchange platform, we are building the onchain financial system that enables people everywhere to transact, invest, and innovate freely. With a culture that rewards ambition, creativity, and accountability, Coinbase is a home for people who want to push boundaries and create lasting global impact.

The Role

The Senior Manager – Retail Vendor Operations will lead and scale Coinbase's consumer BPO (Business Process Outsourcing) operations. You will be a key driver of the Customer Experience (CX) Operations team’s success by ensuring that Coinbase's vendor network performs to the highest standards of quality, efficiency, and customer-centricity.

You’ll be responsible for ensuring our vendor partners deliver best-in-class support across the entire suite of Coinbase products, while continuously improving performance through operational oversight and data-driven strategies.

Key Responsibilities

• Build, lead, and scale vendor operations as a key part of Coinbase’s shared services support function.
• Manage BPO relationships and ensure alignment with Coinbase’s operational excellence and contractual standards.
• Monitor and drive improvements in partner metrics, including quality, staffing, training, attrition, and efficiency.
• Lead forecasting and workforce planning efforts to ensure vendor teams meet evolving customer demands.
• Collaborate cross-functionally with teams to meet quality, performance, and service goals.
• Identify and solve operational inefficiencies using automation, digitization, or process optimization.
• Lead recruitment and selection processes for qualified vendor team members.
• Analyze performance data and generate insights to improve operational KPIs.

What We Look For

• 5+ years of experience in vendor management or consumer operations, preferably in the financial services or technology sectors.
• Proven success managing BPO operations and delivering against key operational KPIs.
• Strong leadership, analytical, and project management skills.
• Excellent communication abilities, with experience presenting to internal and external stakeholders.
• Demonstrated experience using data and reporting tools to drive continuous improvement.
• Knowledge of workforce planning, forecasting, and support operations at scale.
• Ability to manage multi-disciplinary projects in a high-pressure, fast-moving environment.
• Strong understanding of industry best practices and vendor performance standards.

Nice to Have

• Experience using BI tools (e.g., Looker, Salesforce)
• SQL proficiency for analyzing and visualizing operations data
• PMP certification or Six Sigma certification
• Experience or strong interest in the cryptocurrency industry

Why Join Coinbase

• Work at the forefront of the crypto revolution in a role that directly impacts millions of users.
• Collaborate with world-class talent in a remote-first and performance-driven environment.
• Competitive salary plus bonus, equity, and comprehensive benefits (medical, dental, vision).
• Join a company committed to diversity, inclusion, and equal opportunity employment.

🔗 Learn more about Coinbase