CX Vendor Manager
Coinbase
CX Vendor Manager
Job Description
Responsibilities
- 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%
Required Qualifications
- 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
Preferred Qualifications
- 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
Required Skills
- vendor management
- BPO operations
- communication skills
- project management
- data analysis
- Lean Six Sigma
- BI tools (Looker, Salesforce)
- SQL
- PMP
Benefits
- bonus eligibility
- equity eligibility
- benefits (including medical, dental, vision and 401(k))
Salary Range
$148835 - $175100 USD
Locations
- US Zone 1 (Job Requisitions Only), United States (Remote)
Salary
148,835 - 175,100 USD / yearly
Skills Required
- vendor managementintermediate
- BPO operationsintermediate
- communication skillsintermediate
- project managementintermediate
- data analysisintermediate
- Lean Six Sigmaintermediate
- BI tools (Looker, Salesforce)intermediate
- SQLintermediate
- PMPintermediate
Required Qualifications
- 5+ years of relevant vendor management or Consumer/Compliance Operations experience (experience)
- Experience leading BPO operations (preferably in the Compliance space) or directly relevant Compliance Operations (Financial sector) (experience)
- Excellent communication skills and styles, both written and verbal. Demonstrated ability to effectively present information to internal and external audiences (experience)
- Proven ability to lead and coordinate multi-disciplinary projects and initiatives in a fast-paced and deadline-oriented business environment with broad impact (experience)
- Demonstrated ability to use data to drive operations improvements (experience)
- Extensive understanding of the organization's business operations and industry (experience)
- Knowledgeable of emerging trends and industry practices (experience)
Preferred Qualifications
- Experience using BI tool such as Looker and Salesforce (experience)
- SQL experience a plus (experience)
- Green Belt or Black Belt Six Sigma certification (experience)
- PMP certification (experience)
- Experience with and/or keen interest in cryptocurrency (experience)
Responsibilities
- 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%
Benefits
- general: bonus eligibility
- general: equity eligibility
- general: benefits (including medical, dental, vision and 401(k))
Travel Requirements
0%
Tags & Categories
CX Vendor Manager
Coinbase
CX Vendor Manager
Job Description
Responsibilities
- 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%
Required Qualifications
- 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
Preferred Qualifications
- 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
Required Skills
- vendor management
- BPO operations
- communication skills
- project management
- data analysis
- Lean Six Sigma
- BI tools (Looker, Salesforce)
- SQL
- PMP
Benefits
- bonus eligibility
- equity eligibility
- benefits (including medical, dental, vision and 401(k))
Salary Range
$148835 - $175100 USD
Locations
- US Zone 1 (Job Requisitions Only), United States (Remote)
Salary
148,835 - 175,100 USD / yearly
Skills Required
- vendor managementintermediate
- BPO operationsintermediate
- communication skillsintermediate
- project managementintermediate
- data analysisintermediate
- Lean Six Sigmaintermediate
- BI tools (Looker, Salesforce)intermediate
- SQLintermediate
- PMPintermediate
Required Qualifications
- 5+ years of relevant vendor management or Consumer/Compliance Operations experience (experience)
- Experience leading BPO operations (preferably in the Compliance space) or directly relevant Compliance Operations (Financial sector) (experience)
- Excellent communication skills and styles, both written and verbal. Demonstrated ability to effectively present information to internal and external audiences (experience)
- Proven ability to lead and coordinate multi-disciplinary projects and initiatives in a fast-paced and deadline-oriented business environment with broad impact (experience)
- Demonstrated ability to use data to drive operations improvements (experience)
- Extensive understanding of the organization's business operations and industry (experience)
- Knowledgeable of emerging trends and industry practices (experience)
Preferred Qualifications
- Experience using BI tool such as Looker and Salesforce (experience)
- SQL experience a plus (experience)
- Green Belt or Black Belt Six Sigma certification (experience)
- PMP certification (experience)
- Experience with and/or keen interest in cryptocurrency (experience)
Responsibilities
- 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%
Benefits
- general: bonus eligibility
- general: equity eligibility
- general: benefits (including medical, dental, vision and 401(k))
Travel Requirements
0%
Tags & Categories