Site Lead/Vendor Manager (Contract)

  • Coinbase
  • Manila, Philippines
  • May 04, 2019

Job Description



Coinbase has built the world's leading compliant cryptocurrency platform serving over 30 million accounts in more than 50 countries. With the success of our flagship product, Coinbase Consumer, and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are now proud to offer an entire suite of products that make accessing cryptocurrencies easy and secure, in addition to new products that operate at the frontiers of crypto and blockchain.

Support plays a critical role in achieving that vision. Our team is dedicated to educating, helping, and supporting our global user base through a variety of different mediums of customer service -- our help center, email, phone, and social support channels to name a few.

A little about us: we are a small, cross-functional, collaborative and empathetic team dedicated to streamlining Coinbase's support operations. We work with offshore suppliers to find the most cost-efficient and values-connected method of providing support for our customers. This position will report to the Senior Manager of Global Vendor Operations.

Responsibilities:
  • Act as the primary DRI for all Manila based operations and supplier relationship.
  • Provide on-the-ground leadership coverage and backup support for the Vendor Operations Manager.
  • Manage a team of MNL based QA contractors.
  • Manage relationships with key vendor leadership POC's (including executives and vertical leads) and serve as the primary escalation point and liaison between vendors and Senior Vendor Ops Manager.  
  • Utilize metrics and analytics to make informed business recommendations regarding vendor engagements and operational efficiency.
  • Prepare and validate forecasting and staffing models to build effective capacity planning strategies and agent optimization models.
  • Work directly with the Vendor Operations team to help set, prioritize and execute on team based OKR's.

Requirements: 
  • Motivated by Coinbase's mission and creating a seamless support experience for our global customer base.
  • Experience in project management, analytics and/or vendor management.
  • Must be able to spend a minimum of 4 business days at vendor site.  Some weekends may be required.
  • Minimum of 5 years of Vendor Management experience.
  • Minimum of 4 years of Direct Management experience.
  • Fantastic communication skills in order to operate across multiple departments and stakeholders.
  • Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
  • Must be able to read, write and speak in English.
  • Proficiency in another language (non-English).

Preferred Qualifications
  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
  • Advanced degree in business, finance or CX.
  • Experience in project management, analytics and/or vendor management.

Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws.