Coinbase

Director of HR Operations, Americas

Job Description

Posted on: 
March 16, 2022

We are looking for candidates who are doers, energized by the opportunity to define and build toward a best-in-class future by keeping abreast of new innovations in the market. Our team is service-oriented and energized by partnering with colleagues and solving their problems. We look for people who have the ability to operate at a detailed and a strategic level, defining scrappy solutions today that can scale into robust operations tomorrow. We seek our people who take pride in being exceptional people leaders that build inclusive, high performing teams that have fun getting impactful work done.

Responsibilities

  • Responsible for all HR (employee lifecycle) Operations for North & South America.
  • Deliver exceptional experience, efficiency, quality and timeliness across all service areas.
  • Manage frontline operations teams in multiple countries, responsible for hiring, training, workforce management, escalation and issue resolution.
  • Collaborate with Service Excellence teams to evaluate employee and partner feedback, developing insights that drive continuous improvement programs.
  • Build, lead and motivate a world class global team.

Job Requirements

  • 10-15 years experience working in a combination of the following areas: HR; Operations or Customer Service.
  • Strong customer and stakeholder service orientation.
  • Demonstrated ability to deliver complex services, in a high volume, scaled environment, in accordance with documented processes and policies.
  • Excellent analytical and problem-solving skills, with an eye for detail and accuracy; ability to do root cause analysis, use data, or if neither exist, use judgment and experience, to guide decisions and action plans.
  • Significant project management experience related to implementation of new, complex programs, systems and/or processes.
  • Passion for leading, developing and motivating frontline operations teams, comprising diverse team members from varying backgrounds with varying levels of experience.

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