Ready to be pushed beyond what you think you’re capable of?
At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.
To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.
Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.
While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.
The Coinbase Customer Experience (CX) organization plays an imperative role in achieving our mission. Our team is dedicated to eliminating customer challenges, empowering our global user base via self-service and automation, and optimizing customer support interactions to build an effortless experience. More specifically, the CX Operations team is dedicated to providing world class support and client services across our entire suite of products.
We are seeking a highly skilled and experienced Vendor Manager to oversee and manage third-party vendors within the Consumer domain for our Business Process Outsourcing (BPO) operations. The ideal candidate will possess in-depth knowledge of Consumer support requirements, vendor management best practices, and a proven track record of effectively managing vendor relationships. This role plays a critical part in ensuring adherence to regulatory and quality standards and operational excellence within our organization.
What you’ll be doing (ie. job duties):
- Performance and relationship management of BPO Vendors
- Generate insights and present it to Vendors and Internal stakeholders
- Create and/or execute strategies to improve vendor performance
- Ensure vendors are compliant with Coinbase requirements policy wise and contractually
- Find solutions to performance related problems with a Lean Six Sigma mindset
- Drive continuous improvements and quality performance of partner metrics such as quality (CSAT, Resolution Rate, FCR), productivity, staffing, training, attrition, and efficiency.
- Hold vendors accountable to executing Coinbase operational excellence & contractual standards
- Participate with cross-functional teams in strategic decisions designed to meet quality and service goals
- Identify, analyze, and resolve a wide range of technical, process, and operational issues, providing quick and conclusive solutions
- Identify improvement opportunities through building mechanisms that will uncover improvement opportunities, build effective solutions to improve ideally automation or digitisation
- Travel 30 - 40%
What we look for in you (ie. job requirements):
- 5+ years of relevant vendor management or Consumer/Compliance Operations experience
- Experience leading BPO operations (preferably in the Compliance space) or directly relevant Compliance Operations (Financial sector)
- Excellent communication skills and styles, both written and verbal. Demonstrated ability to effectively present information to internal and external audiences
- Proven ability to lead and coordinate multi-disciplinary projects and initiatives in a fast-paced and deadline-oriented business environment with broad impact
- Demonstrated ability to use data to drive operations improvements
- Extensive understanding of the organization's business operations and industry
- Knowledgeable of emerging trends and industry practices
Nice to haves:
- Experience using BI tool such as Looker and Salesforce
- SQL experience a plus
- Green Belt or Black Belt Six Sigma certification
- PMP certification
- Experience with and/or keen interest in cryptocurrency
Job #: P74419
Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.
Commitment to Equal Opportunity
Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.
Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).
Global Data Privacy Notice for Job Candidates and Applicants
Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required.
AI Disclosure
For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.
For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.
The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment. To request a reasonable accommodation due to disability, please contact accommodations[at]coinbase.com
