Rca Lead

Coindcx; Mumbai; On-site; INR 12,00,000 - 20,00,000; Full time

Job summary

A leading cryptocurrency company in Mumbai is seeking an RCA Lead. In this role, you will lead problem-solving efforts across customer experience and operations, conducting root cause analysis for critical incidents. The ideal candidate will have 6-10 years of experience in operations excellence or quality management, strong analytical skills, and proficiency with tools like JIRA and SQL. This position offers flexible perks and an opportunity to shape the future of digital finance.

Benefits

Design Your Own Benefit

Unlimited Wellness Leaves

Mental Wellness Support

Bi-Weekly Learning Sessions

Qualifications

• 6-10 years experience in Operations Excellence, Quality, Risk, or Customer Experience.
• Proven expertise in Cause Analysis, CAPA management, and incident governance.
• Strong analytical skills with the ability to work on large datasets.

Responsibilities

• Lead RCA exercises for major customer-impacting issues.
• Partner with cross-functional teams to address root causes.
• Maintain dashboards tracking recurring issues and RCA metrics.

Skills

Operational Excellence

Cause Analysis

CAPA management

Strong analytical skills

Excellent communication skills

Stakeholder management

Tools

JIRA

Confluence

SQL

Excel

Tableau

PowerBI

Looker

Job description

RCA Lead

Experience: 6 9 years

Location: Mumbai

Team: Customer Success

About CoinDCX

At CoinDCX, we believe Change Starts Together. Over the past six years, we ve grown from India s first crypto unicorn to a community of over 125 million users. We re on a mission to make Web3 accessible to everyone by creating innovative products that tackle accessibility and security challenges head-on. Join us to be part of a passionate team breaking barriers and building the future of digital finance.

Inside CoinDCX s Customer Success Team

Our Customer Success team is dedicated to helping users get the most out of their CoinDCX experience. We foster strong relationships, provide timely support, and guide users through their digital finance journeys. If you re passionate about customer satisfaction and operational excellence, this is where your impact begins.

Your Role

As the RCA Lead, you will be the central owner for structured problem-solving across customer experience, product, and operations. You will lead root cause analysis for critical incidents, drive cross-functional collaboration, and ensure sustainable corrective and preventive actions are implemented to reduce recurring issues.

What You ll Own

Root Cause Analysis & Problem Solving

• Lead RCA exercises for major customer-impacting issues, operational failures, and escalations.
• Build and enforce structured RCA frameworks (5 Whys, Fishbone, FMEA) to ensure consistent problem-solving.
• Conduct thorough post-incident reviews and publish detailed RCA reports with clear, actionable recommendations.

Cross-Functional Collaboration

• Partner with Product, Tech, Operations, Compliance, and Support teams to address root causes and prevent recurrence.
• Track and follow up on CAPA (corrective and preventive actions) until full resolution.
• Ensure accountability for long-term solutions over temporary fixes.

Data & Reporting

• Maintain dashboards tracking recurring issues, escalation trends, and RCA completion metrics.
• Present RCA insights and systemic risk trends regularly to senior leadership.
• Quantify the business and customer impact of issues, demonstrating measurable improvements post-fix.

Governance & Standards

• Establish and refine SOPs for incident reporting and RCA processes.
• Train teams and stakeholders on RCA methodologies and problem-solving best practices.
• Ensure regulatory and audit compliance with thorough documentation of RCA activities.

What You Bring

• 6 10 years experience in Operations Excellence, Quality, Risk, or Customer Experience, preferably in fintech, crypto, BFSI, or high-scale tech environments.
• Proven expertise in Cause Analysis, CAPA management, and incident governance.
• Strong analytical skills with the ability to work on large datasets and generate actionable insights.
• Excellent communication skills to simplify complex issues for leadership and stakeholders.
• Proficiency with tools like JIRA, Confluence, SQL, Excel, and BI dashboards (Tableau, PowerBI, Looker).
• Strong stakeholder management and cross-functional collaboration experience.

Success Metrics

• Reduction in repeat issues and escalations.
• Average time to complete RCA and implement preventive actions.
• Accuracy and adoption of RCA reports across teams.
• Leadership satisfaction on visibility and management of systemic risks.

Are You Our Missing Block?

• You are endlessly curious about Virtual Digital Assets (VDA) and Web3, always staying ahead in this fast-evolving space.
• You take ownership, relentlessly driving impact and excellence.
• You embrace a We over Me culture, empowering your team and peers.
• You thrive on change and innovation, pushing beyond limits and convention.

Perks That Empower You

• Design Your Own Benefit: Customize your perks whether gadgets, travel, or pets, you prioritize what matters most.
• Unlimited Wellness Leaves: Take time off whenever you need to recharge.
• Mental Wellness Support: Access health experts, counseling sessions, wellness workshops, and team outings.
• Bi-Weekly Learning Sessions: Stay sharp and grow with ongoing industry knowledge and skill-building.

Join Us

If you re ready to lead problem-solving at scale and shape the future of customer experience in Web3 we want to HODL you on our team!