CX Workforce Operations Governance Program Senior Lead

 As part of the Customer Experience organization, the Business Planning & Workforce Operations team is responsible for oversight of BPO operational processes, strategic workforce planning projects, and initiatives to improve agent support quality. We are seeking a highly motivated individual with experience in operations and process improvement to support our growing team. The ideal candidate is a strong communicator with experience developing and launching operational processes, partnering cross-functionally to drive impact, and who has experience with workforce and vendor management.  

What you’ll be doing (ie. job duties): 

• Oversee CX BPO security program management efforts and governance; monitor and track emerging security risks and partner internally and externally on risk mitigations. 
• Develop and maintain strong relationships with CX vendors to ensure continued compliance with Coinbase security requirements. 
• Partner with internal teams on testing and launch of new tools and systems to our CX BPO population, including development of roll-out plans and vendor change management. 
• Support new site launches by providing onboarding support and working with cross-functional teams to troubleshoot and unblock vendor onboarding issues. 
• Partner closely with CX Vendor Managers and Operations to streamline BPO operational processes, such as onboarding and offboarding. 
• Support Workforce Management business rhythm activities. 

What we look for in you (ie. job requirements):  

• Bachelor's degree in Business Administration, Finance, Legal Studies, Risk Management, or a related field
• A minimum of 5 years of experience in operations, consulting, or program management
• Excellent written and verbal communication skills 
• Ability partner closely with and influence cross-functional teams 
• Proven track record of leading large-scale tooling/system changes
• Proficient in MS Office / G Suite tools 
• Strong analytical and problem solving skills, with experience analyzing data to generate insights

Nice to haves:

• Experience developing and launching risk assessments 
• Experience meeting with and presenting information to senior leadership
• Experience working in the BPO industry

Job #: P71035

#LI-Remote