You will build the Workforce Management function from the ground up, including long-range capacity planning, short-range forecasting, and headcount modeling. You will also manage BPO vendor commitments, design coverage strategies, and hire and develop the WFM team.
The Incident Response Leader will manage the CX war room during live outages and coordinate communication between engineering and support teams. They are responsible for building structured incident response processes, maintaining known-issue libraries, and leading post-incident reviews to improve system reliability.
You will manage high-visibility executive escalations and sensitive community issues across platforms like X, Discord, and Reddit. You will also collaborate with communications and product teams to ensure consistent messaging and actionable feedback from community incidents.
You will build and own the end-to-end escalations and complaints program, defining workflows and resolution standards. You will also analyze trends to drive product and policy improvements while ensuring all case documentation meets regulatory and audit requirements.
Monitor real-time queue volumes and service levels across multiple channels to ensure optimal staffing and performance. Coordinate with internal and vendor teams to reallocate agents and address staffing risks to maintain service level agreements.
You will build and lead the Tier 3 support team, designing the operational structure and hiring specialists to handle complex, high-value customer issues. You will also define escalation paths and use data-driven insights to influence product and policy improvements across the organization.
You will own the end-to-end customer experience readiness for new product, market, and geography launches. This involves embedding with product teams, managing pilot support pods, and defining stable handoff criteria for scaled operations.
You will own the end-to-end quality, knowledge, and training systems for both human and AI agents to ensure consistent and accurate support. This involves building and scaling QA programs, managing help center content, and leading a team of specialists to drive operational excellence.
You will design and implement a tiered service model for high-value users and establish a comprehensive policy framework for customer-facing operations. Additionally, you will manage the governance process, audit policy application, and track program progress across multiple cross-functional initiatives.
You will own the end-to-end CX tech stack, including ticketing platforms, CRM, and AI automation tools. You are responsible for setting the roadmap, translating operational needs into technical requirements, and managing vendor relationships.
You will build the CX data and analytics function from the ground up, defining key metrics and creating a single source of truth for service performance. You will lead the analytics engineering team and partner with central data teams to deliver actionable insights to CX leadership.
You will design and maintain data models, pipelines, and the semantic layer to transform raw support data into actionable insights for the CX team. Additionally, you will build data quality monitoring, dashboards, and partner with engineering to ensure robust data governance.
The Senior Accounting Manager will own the end-to-end financial close process, lead technical accounting, and establish robust internal controls. They will also partner with cross-functional teams to support product launches, international expansion, and M&A activity.
Own clearing operations across the Control Desk, Clearinghouse, and DCO, managing evening shift settlement decisions and operational backstops. Develop and maintain SOPs, runbooks, and operational controls while partnering with engineering to automate repetitive tasks.
Own and optimize the core backend systems for perpetual futures, focusing on the matching engine and order state management. Ensure platform reliability and performance through observability, profiling, and efficient resource management.
