Senior Manager - Retail Vendor Operations

Senior Manager - Retail Vendor Operations

Company: Coinbase

Location: India (Remote)

Job Type: Full-time

Status: Actively reviewing applicants

🌍 About the Role

The Customer Experience (CX) organization at Coinbase is looking for a Senior Manager of Retail Vendor Operations. The role involves managing Coinbase’s critical BPO (Business Process Outsourcing) partners, ensuring seamless operations that meet quality, productivity, and service standards. You will lead a team responsible for optimizing the performance and success of Coinbase’s consumer operations and vendor management initiatives.

🧑‍💻 Responsibilities

• Leadership & Vendor Management: Lead and develop the Consumer BPO operations team, and manage vendor relationships to meet Coinbase’s operational and service standards.
• Performance & Quality: Drive continuous improvements in key performance indicators (KPIs) like quality, productivity, staffing, training, attrition, and efficiency.
• Forecasting & Planning: Utilize knowledge of workforce management to ensure proper staffing levels to support customer demand.
• Recruitment & Retention: Lead efforts to recruit, select, and retain qualified external candidates.
• Issue Resolution: Identify, analyze, and resolve technical, process, and operational issues, providing quick solutions.
• Operational Improvements: Propose improvements, potentially through automation or digitization, to optimize the customer support process.

🧠 Required Skills and Experience

• Experience: 5+ years of relevant vendor management or Consumer Operations experience, ideally in the financial sector or related industries.
• Leadership: Proven ability to lead and coordinate multi-disciplinary projects in a fast-paced, deadline-oriented environment.
• Communication: Strong communication skills with the ability to present to both internal and external audiences.
• Data-Driven: Experience using data to drive operational improvements.
• Financial Knowledge: Understanding of financial policies and budgetary requirements.
• Transformational Leadership: Ability to deliver transformational projects using creativity and ingenuity.

🎯 Nice to Haves

• BI Tool Expertise: Familiarity with Looker, Salesforce, or similar tools.
• SQL Experience: Knowledge of SQL is a plus.
• Certifications: Six Sigma or PMP certifications.
• Cryptocurrency Interest: Experience or interest in cryptocurrency is a bonus.

💰 Salary Range

• Target Annual Salary: ₹8,265,800 INR
• Full-time offers include target bonus, equity, and benefits like medical, dental, and vision coverage.

💡 Why Coinbase?

• Mission-Driven: Work at a company with a mission to reshape the global financial system.
• Growth: Enjoy opportunities for professional growth and development in the crypto and financial technology industries.
• Global Team: Collaborate with talented professionals in an innovative and results-driven environment.
• Competitive Benefits: Enjoy a comprehensive benefits package.