Senior Site Leader - GCS Operations

Position: Senior Site Leader - GCS Operations

Company: Coinbase

Location: Charlotte, NC, USA

Job Type: Full-time

About Coinbase:

Coinbase’s mission is to increase economic freedom around the world by leveraging blockchain and crypto technology to reshape the global financial system. With a bold vision, Coinbase aims to build the future of money by developing innovative on-chain platforms that foster trust and financial inclusion.

Role Overview:

As the Senior Site Leader for Consumer Support Operations, you will be responsible for leading and managing all aspects of Coinbase’s Customer Experience (CX) operations at the Charlotte operations center. This role requires a strong leader who will oversee a growing team of CX managers and over 500+ frontline customer support agents, ensuring a world-class support experience for Coinbase customers. You will play a key role in optimizing customer satisfaction, implementing operational improvements, and driving performance across various customer support channels.

Key Responsibilities:

• Leadership: Hire and manage a global team of CX managers and oversee the operations of 500+ customer support agents.
• Strategy Development: Develop and execute a strategic 3-year plan for Consumer Operations’ growth and scale.
• Performance Monitoring: Define CX metrics/KPIs, establish reporting systems, and drive performance improvements at both the team and agent level.
• Operational Excellence: Lead operational process improvement initiatives using methodologies like Kaizen and Lean Six Sigma.
• Collaboration: Work closely with Vendor Management, Workforce Management, Quality Assurance, Program Management, and other cross-functional teams to enhance support operations.
• Market Leadership: Serve as a market leader for regional operations and act as a cultural ambassador for Coinbase’s values in the Charlotte market.
• Vendor and Partner Relations: Lead regular vendor business reviews to maintain operational excellence and customer-centric culture.
• Cultural Leadership: Foster a customer-obsessed culture, developing a team culture that prioritizes exceptional customer experience.

What We Look For:

• Experience:
• 10+ years of experience in managing multi-level CX operations teams.
• 5+ years of experience in operations management in a volatile, hyper-growth environment.
• Problem-Solving: Strong ability to handle frequent context switching and manage multiple projects simultaneously.
• Market Expertise: Local knowledge of regulatory, legal, and competitive landscapes in the Charlotte market.
• Emotional Intelligence: Strong interpersonal skills to gain buy-in from teams and cross-functional partners.
• Proactive: Naturally curious and proactive, with a bias for action and solution-oriented thinking.
• Communication: Excellent written and verbal communication skills, with the ability to present complex topics to senior leadership.
• Passion: A deep passion for creating exceptional experiences for customers and for the mission of Coinbase to drive economic freedom through crypto.
• Flexibility: Willingness to work from the office and occasionally during evening or overnight shifts to accommodate business needs.

Nice to Haves:

• MBA or advanced degree.
• Previous experience in the crypto or financial services sector.
• Lean Six Sigma certification (Green/Black Belt).

Compensation:

• Salary Range: $185,215—$217,900 USD per year
• Benefits: Includes target bonus, equity, medical, dental, vision, 401(k), and more.

Why Coinbase?

Coinbase offers an opportunity to work with a diverse, passionate team that is on the cutting edge of the financial technology space. The company fosters an intense, growth-oriented work culture that encourages employees to continuously improve and take on challenging problems.

Commitment to Equal Opportunity:

Coinbase is an Equal Opportunity Employer. The company is committed to diversity and inclusion and does not discriminate based on any characteristic protected by law. Coinbase also offers reasonable accommodations for individuals with disabilities during the application process.

Learn more about Coinbase and apply:

• Coinbase Careers