About Binance.US:
Binance.US is America’s #1 Crypto Platform for Low Fees, featuring secure access to 150+ popular cryptocurrencies. Founded in 2019 and headquartered in Miami, Florida, Binance.US has emerged as a leading destination for customers looking to buy, trade, stake, transfer, and hold digital assets with confidence. Built for U.S. consumers, Binance.US strictly abides by U.S. regulations and operates with transparency and accountability. Binance.US is a separate independent company from Binance.com and utilizes its innovative technology stack under a licensing agreement.
About This Role:
The Sr. Manager, CX Quality & Training role is part of the Customer Experience team and reports to our Director, Customer Experience. As Sr. Manager, CX Quality & Training, you will be responsible for building and managing a robust Learning & Quality program including detailed knowledge management, CX specialist training programs, and QA built for the world of Web3 & Crypto. As Sr. Manager, CX Quality & Training, you will partner with Compliance, Risk, Legal and Marketing teams to ensure we deliver consistently accurate solutions to our customers as defined by Binance.US policies and processes.
Core Responsibilities:
- Establish a CX Learning & Development foundation responsible for supporting training delivery to internal support and BPO specialists, as well as ongoing knowledge management.
- Develop learning objectives and frameworks based on industry best practices including a thorough change management process.
- Manage and oversee training delivery and periodic knowledge checks that ensure accountability and consistency across programs.
- Partner with CX leadership and cross functional teams to identify and improve content, delivery and measurement of learning programs.
- Support and calibrate across all operational units to ensure agents are achieving learning and development targets and goals.
- Provide strategic guidance on building the most customer centric organization in crypto, focusing on best practices for training design and delivery, knowledge checks, re-engineering and efficiency opportunities.
- Hire, develop and manage a team of trainers and knowledge managers.
- Contribute to clear documentation of all customer facing workflows to support agents and promote education for customers as applicable.
- Design and execute a comprehensive Quality Assurance program that ensures customers receive trusted, consistent and excellent support when interacting with our CX team.
- Achieve best in class key success metrics in QA, CSAT and Customer Effort Score.
- Build domain expertise across multiple lines of business, including but not limited to account onboarding, payments, crypto and risk
- Create a new benchmark for supporting customers across innovative Web3 and crypto products
- Engage with cross-functional stakeholders and executives with a focus on collaboration and partnership
Preferred Skills/Experience:
- Passionate about working in a fast-paced environment supporting customers across an exciting suite of Web3 products
- 7+ years of experience in CX functions and focus areas, including managing L&D/QA leaders and teams
- 5+ years of people leadership experience, with a track record of managing high performing teams
- Formal education, certifications, and/or relevant work experience related to Remote Training Programs/Adult Learning Principles.
- “Crypto curious” with a keen desire to drive the web3 industry forward in service of our customers
Salary:
The starting pay range for this role is between USD$165,000 - USD$185,000 for all US remote locations. The actual base pay will vary, and is dependent upon many factors, such as transferable skill sets, work experience, business needs, and market demands. The base pay range is subject to change.
Binance.US is an Equal Opportunity Employer. Our mission is to give Americans access to a broad array of digital assets, and we thrive because of the diverse and inclusive team that we are building. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.
Binance.US complies with Federal Transparency in Coverage regulations by providing a link to machine readable files related to the health plans offered to our employees. The machine-readable files are formatted to allow researchers, regulators, and application developers to more easily access and analyze data including negotiated service rates, and out-of-network allowed amounts between health plans and healthcare providers.