Vendor Manager

Job Description:

• The Coinbase Customer Experience (CX) organization plays an imperative role in achieving our mission. 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. More specifically, the CX Operations team is dedicated to providing world class support and client services across our entire suite of products.

• 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.

Job Duties:

• 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 digitization
• Travel 30 - 40%