Overview

Coinbase has built the world’s leading compliant cryptocurrency platform serving over 30 million accounts in more than 100 countries. With multiple successful products, and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are proud to offer an entire suite of products that are helping build the cryptoeconomy, and increase economic freedom around the world.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we assess whether a candidate demonstrates our values: Clear Communication, Positive Energy, Efficient Execution, and Continuous Learning. Second, we look for signals that a candidate will thrive in a culture like ours, where we default to trust, embrace feedback, disrupt ourselves, and expect sustained high performance because we play as a championship team. Finally, we seek people with the desire and capacity to build and share expertise in the frontier technologies of crypto and blockchain, in whatever way is most relevant to their role.

Read more about our values and culture here.

As an Operations Manager, you’ll join a high functioning team of passionate supportprofessionals who know their performance is critical to Coinbase achieving its mission. At Coinbase, we have a high hiring bar and we’re committed to creating a productive, progressive, inclusive place to work.
What you’ll be doing:
  • Manage a team of high performing support analysts and serve as a domain specialist across multiple channels (voice, email and social etc).
  • Serve as a proactive thought partner across the global organization, with a bias towards action.
  • Manage multiple lines of business and stakeholder relationships across operations, internal Coinbase points of contact, vendor partners and/or clients.
  • Collaborate effectively in a dynamic and ever-changing global environment, successfully navigating through potential ambiguous and complex challenges.
  • Effectively manage performance across business-defined KPI’s and deliverables and achieve service level agreements as defined by leadership.
  • Utilize an in-depth understanding of metrics, reporting and capacity planning to make data-informed conclusions.
  • Facilitate projects related to support readiness, process improvements, cost savings and employee development.
  • Ongoing development of continuous learning initiatives, particularly within the crypto, finance and technology space.
  • Facilitate projects related to support readiness, process improvements, cost savings and employee development.
  • Foster a highly engaged organization, setting up opportunities for career development and engagement.
What we look for in you:
  • You are mission oriented with an alignment to Coinbase’s mission towards building an open financial system and exhibit the company’s core values: clear communication, positive energy, continuous learning, and efficient execution.
  • You are a driver and thought partner. You have a demonstrated track record of building and managing high performing teams.
  • You are proactive in facilitating strategic initiatives to enable operational excellence across all facets of the customer support experience.
  • You are a fantastic communicator and can collaborate across multiple stakeholders, timezones and customers.
  • You are a decision maker, seeking guidance when necessary, and using your best judgment to do what’s right for the organization.
  • You manage performance fairly and objectively, with the ability to reward top performers and provide constructive feedback when necessary.
  • You have a deep proficiency in workflows, metrics, and reporting.
  • You are able to adapt quickly in a dynamic and ever-changing environment, making adjustments when needed and reprioritizing as required by the business.
  • You are crypto forward and eager to progress you and your team’s knowledge in building a new financial system.
  • Minimum of 7 years of relevant experience in financial services, technology and/or customer support.
  • Minimum of 3 years of direct management experience.
  • Travel requirements up to 20% to Coinbase offices and vendor locations (dependingon business need)
  • Proficiency in Spanish, Dutch, French, German, Italian or another language is ideal.
Nice to haves:
  • Experience in project management, analytics and/or vendor management.
  • Advanced degree in business, finance or CX.
  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
  • Experience working with and partnering with external outsource business partners.

Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer and to review all of our job postings to minimize biased language. 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.