What you’ll be doing (ie. job duties):

📍Demonstrating resiliency during periods of volatility while leading the support operations team to provide our customers with the most trusted support experience anywhere. 📍Act as a proactive inspiring leader across the wider Customer Experience organization, with a strong bias to action and the ability to contribute to overall organizational strategy and direction. 📍Act with urgency to ensure priority items are progressed through having a bias to action and focusing on the 20% of work that will get us 80% of the impact. 📍Hire, lead and develop a globally distributed, high performing team, setting up the organization for success through investments in career growth. 📍Define and deliver on organizational-level OKR’s and service levels, enabling operational excellence across all aspects of the customer journey. 📍Collaborate closely with partner teams including Program, Analytics, WFM, Quality, Technology, and Learning & Development to ensure you can deliver on your goals. 📍Utilize a laser focused, customer facing team to collect thoughtful feedback by directly gathering “Voice of the Agent and/or Customer” sentiment and feedback. 📍Utilize an in-depth understanding of metrics, reporting, capacity planning and financials to make informed data-driven decisions. 📍Attend monthly and quarterly vendor business reviews to stay abreast and accountable of performance across all tiers of support. 📍Thoughtfully delegate tactical responsibilities and set performance expectations across the organization.

What we look for in you (ie. job requirements):

📍15+ years experience leading an increasingly complex (1,000+ headcount) operations and process improvement programs. 📍Simplifier - You can see through the trivial many, identify the meaningful few, and deliver results against key focus areas. 📍Resilient - You can lead through volatility of the market conditions, learn, adapt, and self-motivate. 📍Intelligent and Experienced- You have a breadth of knowledge from experience paired with natural intellectual curiosity. 📍Scrappy and proactive – naturally curious enough to “figure it out”; able to pivot and ruthlessly re-prioritize; bias for action and proposing solutions 📍Expert communicator – ultra clear written and verbal communication; ability to write docs and simplify complex topics for senior audiences 📍Passion – for creating an exceptional experience for Coinbase customers.

The crypto industry is evolving rapidly, offering new opportunities in blockchain, web3, and remote crypto roles — don’t miss your chance to be part of it.