Vendor Manager

Overview

We are seeking a highly skilled and experienced Third Party Vendor Manager to oversee and manage third-party vendors within the Consumer domain for our Business Process Outsourcing (BPO) operations. The ideal candidate will possess in-depth knowledge of Consumer support requirements, vendor management best practices, and a proven track record of effectively managing vendor relationships. This role plays a critical part in ensuring adherence to regulatory and quality standards and operational excellence within our organization.

At Coinbase, our mission is to increase economic freedom in the world. The CX organization aims to eliminate customer challenges, empower our global user base via self-service and automation, and optimize customer support interactions to build an effortless experience. The CX Operations team provides world-class support and client services across our products.

Note: While many roles at Coinbase are remote-first, in-person participation is required throughout the year. Team and company-wide offsites are held several times annually to foster collaboration, connection, and alignment. Attendance is expected and supported.

What you’ll be doing (job duties)

• Performance and relationship management of BPO Vendors
• Generate insights and present them 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 (quality such as CSAT, Resolution Rate, FCR; productivity, staffing, training, attrition, and efficiency)
• Hold vendors accountable to Coinbase operational excellence & contractual standards
• Participate with cross-functional teams in strategic decisions to meet quality and service goals
• Identify, analyze, and resolve a wide range of technical, process, and operational issues with quick, conclusive solutions
• Identify improvement opportunities and develop solutions to improve automation or digitisation
• Travel 30 - 40%

What we look for in you (job requirements)

• 3+ years of relevant vendor management or Consumer Operations experience
• Experience leading BPO operations (preferably in the Consumer space) or directly relevant Consumer Operations (Financial sector)
• Excellent communication skills, written and verbal; ability to present information to internal and external audiences
• Proven ability to lead and coordinate multi-disciplinary projects in a fast-paced, deadline-oriented 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

Nice to haves

• Experience using BI tools such as Looker and Salesforce
• PMP certification
• SQL experience a plus
• Six Sigma certification
• Experience with and/or keen interest in cryptocurrency

PID :- P57327

Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.

Commitment to Equal Opportunity

Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.

Coinbase is committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations(at)coinbase.com to let us know the nature of your request and your contact information.

Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, GDPR and CCPA may regulate how we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure is available here. By submitting your application, you are agreeing to our use and processing of your data as required.

AI Disclosure

For select roles, Coinbase is piloting an AI tool to conduct initial screening interviews. A human recruiter will review interview responses and may use transcripts or voice recordings to assess qualifications. The pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment. If you need accommodation due to disability, please contact accommodations(at)coinbase.com.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• Technology, Information and Internet

Referrals increase your chances of interviewing at Coinbase by 2x

#J-18808-Ljbffr

---