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Summary:
Coinbase is hiring a CX Vendor Operations Program Specialist to support its Customer Experience organization. This role focuses on enhancing BPO operations, developing standardized processes, and supporting strategic projects. Ideal candidates have vendor ops experience and strong data analysis skills, and will be working US hours.
Responsibilities:
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Develop, implement, and maintain playbooks/SOPs to improve and standardize BPO operations.
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Own playbook/SOP roll-out and change management with BPO stakeholders and develop tracking mechanisms to monitor adoption.
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Implement governance mechanisms to ensure BPO adherence to Coinbase procedures, such as agent onboarding/offboarding processes.
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Partner with team members across the Workforce & Vendor Management organization to identify agent quality opportunities.
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Coordinate internal reviews of customer cases and streamline review processes, leveraging results to generate insights.
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Provide support for strategic Vendor Operations projects.
Requirements:
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Bachelor’s degree in Business Administration, Finance, Legal Studies, or a related field.
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3-5 years of experience in operations, preferably within the BPO industry.
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Strong written and verbal communication skills.
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Experience working with cross-functional teams.
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Proven track record of driving operational excellence.
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Proficient in MS Office / G Suite tools.
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Strong analytical and problem solving skills, with experience analyzing data to generate insights.
Benefits:
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Medical insurance including Dental & Vision for employees and dependants.
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Group Personal Accidental Insurance.
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Group Term Life Insurance.
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Employee Stock Purchase Plan (ESPP).
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Wellness Stipend.
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Mobile/Internet Reimbursement.
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Connections Stipend.
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Learning and Development Allowance.
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Employee Assistance Program.
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Travel Medical Policy – Global Traveler.
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Fertility Benefits.
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Generous Time Off/Leave Policy.
