Coinbase

Business Operations & Strategy Manager, Customer Experience

Job Description

Posted on: 
March 2, 2022

In this role, you’ll serve as a key partner for Coinbase’s Customer Experience team. You’ll partner with Coinbase’s CX leadership team on all facets of customer support – standing up new customer support models / channels, identifying and improving upon gaps in the customer experience, and overall improving Coinbase’s caliber of customer support. You will lead a team that partners with senior leadership across Customer Experience and Product, collaborating with them to delight our customers.

Successful candidates for this position will be highly logical thinkers, curious learners, and experienced managers - preferably with broad experience in Biz Ops/Strategy work

Responsibilities

  • Partnering with global CX & Product leadership
  • Lead teams to structure complex and frequently ambiguous problems for our non-product/non-eng teams
  • Managing both long-term strategic projects and short-term execution for top Coinbase priorities
  • Develop a deep understanding of the latest trends in customer support (across crypto, fintech, tech, and customer support more generally) to inform your recommendations
  • Serve as a talent magnet to build and develop a world-class Biz Ops team

Job Requirements

  • BA / BS degree or equivalent practical experience (MBA a plus)
  • 6+ years of experience at a top-tier management consulting firm and/or tech or financial services
  • History of leading teams in either a professional services or industry capacity
  • Outstanding executive-level verbal and written communication skills
  • Passion for solving complex problems, and building scalable processes
  • Comfort working in a high growth, constantly changing environment

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