Leading Third-Party Vendor Manager

2 days ago

Pasay, National Capital Region, Philippines beBeeVendor Full time $100,000 - $120,000
Vendor Manager Position

At Coinbase, our mission is to increase economic freedom in the world. To achieve this goal, we are seeking a highly skilled and experienced Vendor Manager to oversee and manage third-party vendors within the Consumer domain for our Business Process Outsourcing (BPO) operations.

This role plays a critical part in ensuring adherence to regulatory and quality standards and operational excellence within our organization.

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.

  • Performance and relationship management of BPO Vendors
  • Generate insights and present it 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 such as quality (CSAT, Resolution Rate, FCR), productivity, staffing, training, attrition, and efficiency.
  • Hold vendors accountable to executing Coinbase operational excellence & contractual standards
  • Participate with cross-functional teams in strategic decisions designed to meet quality and service goals
  • Identify, analyze, and resolve a wide range of technical, process, and operational issues, providing quick and conclusive solutions
  • Identify improvement opportunities through building mechanisms that will uncover improvement opportunities, build effective solutions to improve ideally automation or digitisation
  • Travel 30 - 40%
Requirements

We are looking for a highly skilled and experienced Vendor Manager with:

  • 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 and styles, both written and verbal. Demonstrated ability to effectively present information to internal and external audiences
  • Proven ability to lead and coordinate multi-disciplinary projects and initiatives in a fast-paced and deadline-oriented business 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 have:

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

Our team is dedicated to eliminating customer challenges, empowering our global user base via self-service and automation, and optimizing customer support interactions to build an effortless experience.

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.

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