Director – Global Consumer Support Operations

The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value added customer support. Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience. 

As the Director, Global Consumer Support Operations you’ll be fully responsible for leading a growing team of experienced customer support professionals to provide a world class experience for our millions of Retail customers. You will be responsible for the quality of our customer support, which entails building, growing and managing a high performing and diverse team across multiple countries and multiple contact channels. You will lead through a team of global leaders, internal stakeholders and outsourced partners to achieve a seamless customer experience and scale in a thoughtful, effective way. Additionally, you will manage our process excellence team, that is taking our processes from good to great by eliminating inefficiencies and introducing technology that enables our agents to focus on the human elements of support. 

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

• Demonstrating resiliency during periods of volatility while leading the support operations team to provide our customers with the most trusted support experience anywhere. 
• Act as a proactive inspiring leader across the wider Customer Experience organization, with a strong bias to action and the ability to contribute to overall organizational strategy and direction.
• Act with urgency to ensure priority items are progressed through having a bias to action and focusing on the 20% of work that will get us 80% of the impact. 
• Hire, lead and develop a globally distributed, high performing team, setting up the organization for success through investments in career growth.
• Define and deliver on organizational-level OKR’s and service levels, enabling operational excellence across all aspects of the customer journey.
• Collaborate closely with partner teams including Program, Analytics, WFM, Quality, Technology, and Learning & Development to ensure you can deliver on your goals.
• Utilize a laser focused, customer facing team to collect thoughtful feedback by directly gathering “Voice of the Agent and/or Customer” sentiment and feedback.
• Utilize an in-depth understanding of metrics, reporting, capacity planning and financials to make informed data-driven decisions.
• Attend monthly and quarterly vendor business reviews to stay abreast and accountable of performance across all tiers of support.
• Thoughtfully delegate tactical responsibilities and set performance expectations across the organization.

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

• 15+ years experience leading an increasingly complex (1,000+ headcount) operations and process improvement programs. 
• Simplifier - You can see through the trivial many, identify the meaningful few, and deliver results against key focus areas. 
• Resilient - You can lead through volatility of the market conditions, learn, adapt, and self-motivate. 
• Intelligent and Experienced- You have a breadth of knowledge from experience paired with natural intellectual curiosity.  
• Scrappy and proactive – naturally curious enough to “figure it out”; able to pivot and ruthlessly re-prioritize; bias for action and proposing solutions
• Expert communicator – ultra clear written and verbal communication; ability to write docs and simplify complex topics for senior audiences
• Passion – for creating an exceptional experience for Coinbase customers.

Nice to haves:

• MBA or higher level degree
• Crypto, financial services, or other tech-company experience
• Lean Six Sigma, or green/black belt certification

ID: P68937