CX Business Planning & Vendor Operations Senior Lead

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

As part of the Customer Experience organization, the Business Planning & Workforce Operations team is responsible for oversight of BPO operational processes, strategic workforce planning projects, and initiatives to improve agent support quality. We are seeking a highly motivated individual with experience in operations and process improvement to support our growing team. The ideal candidate is a strong communicator with experience developing and launching operational processes, partnering cross-functionally to drive impact, and who has experience with workforce and vendor management.  

What you’ll be doing (ie. job duties): 

• Manage strategic initiatives across the Workforce & Vendor Management organization. 
• Oversee development and implementation of playbooks/SOPs to improve and standardize BPO operations. 
• Partner closely with CX Vendor Managers and Operations to drive service delivery improvements. 
• Partner with Sourcing and CX Vendor Managers to drive contractual standardization, ensuring that CX vendor contracts evolve with business requirements. 
• Support Workforce and Vendor Management business rhythm activities. 
• Provide support for critical monthly financial activities, such as vendor accruals. 

What we look for in you (ie. job requirements):  

• Bachelor's degree in Business Administration, Finance, Legal Studies, or a related field
• A minimum of 5 years of experience in operations, workforce/vendor management, or program management
• Excellent written and verbal communication skills 
• Ability partner closely with and influence 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:

• Strong negotiation skills, with experience managing contractual negotiations with external vendors
• Experience meeting with and presenting information to senior leadership
• Comfortable using BI tool such as Looker and Salesforce

Job #: P71124

#LI-Remote

Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, vision and 401(k)).Pay Range: $117,385—$138,100 USD

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 committed to diversity in its workforce and 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 Know Y