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About the role
- Senior Vendor Manager overseeing third-party vendors in Consumer domain for Coinbase. Responsible for performance management and operational excellence in BPO operations with a focus on compliance.
Responsibilities
- 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
- 5+ years of relevant vendor management or Consumer/Compliance Operations experience
- Experience leading BPO operations (preferably in the Compliance space) or directly relevant Compliance 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
Benefits
- bonus eligibility
- equity eligibility
- medical
- dental
- vision
- 401(k)
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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