CX Vendor Operations Program Specialist

Coinbase India Services; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company where you will play a crucial role in enhancing BPO operations through the development and implementation of standardized procedures. This position offers the opportunity to collaborate with cross-functional teams, drive operational excellence, and provide insights that shape strategic decisions. If you have a passion for improving processes and a strong background in operations, this role is perfect for you. You'll be part of a dynamic environment that values innovation and teamwork, making a significant impact on the company's success.

Qualifications

• 3-5 years of experience in operations, preferably in BPO.
• Proficient in MS Office and G Suite tools.

Responsibilities

• Develop and maintain playbooks/SOPs for BPO operations.
• Coordinate internal reviews of customer cases.

Skills

Operations Management

Analytical Skills

Communication Skills

Cross-functional Team Collaboration

Problem-solving

Education

Bachelor's degree in Business Administration

Bachelor's degree in Finance

Bachelor's degree in Legal Studies

Tools

MS Office

G Suite

Looker

Salesforce

Job description

Job Responsibilities

1. Develop, implement, and maintain playbooks/SOPs to improve and standardize BPO operations.
2. Own playbook/SOP roll-out and change management with BPO stakeholders and develop tracking mechanisms to monitor adoption.
3. Implement governance mechanisms to ensure BPO adherence to Coinbase procedures, such as agent onboarding/offboarding processes.
4. Partner with team members across the Workforce & Vendor Management organization to identify agent quality opportunities.
5. Coordinate internal reviews of customer cases and streamline review processes, leveraging results to generate insights.
6. Provide support for strategic Vendor Operations projects.

What we look for in you (i.e., job requirements):

Note: This section is to be completed by all business teams except Engineering.

• Bachelor's degree in Business Administration, Finance, Legal Studies, or a related field.
• 3-5 years of experience in operations, preferably within the BPO industry.
• Strong written and verbal communication skills.
• Experience working with cross-functional teams.
• Proven track record of driving operational excellence.
• Proficient in MS Office / G Suite tools.
• Strong analytical and problem-solving skills, with experience analyzing data to generate insights.

Nice to haves:

• Experience in vendor management / working with external vendors.
• Experience with Lean Sigma principles to identify and solve problems.
• Comfortable using BI tools, such as Looker and Salesforce (SQL is a plus).