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

📍Hire and lead a global team of Customer Experience (CX) managers, and oversee more than 500+ frontline customer support agents 📍Serve as a market leader and cultural ambassador for all Manila regional operations 📍Develop CX metrics/KPIs, establish reporting mechanisms, and consistently monitor and deliver results at the team and agent level 📍Lead complex projects and operational process improvement initiatives using Kaizen and Lean Six Sigma methodologies 📍Develop and execute a strategic 3-year plan for Consumer Operations growth and scale 📍Build and maintain a team culture that is customer obsessed and relentless in their pursuit to create the best customer experience possible 📍Develop standard work procedures, and utilize feedback to improve operational processes and policies 📍Drive weekly, monthly, and quarterly vendor business reviews to instill customer focus and operational excellence culture across all tiers of support 📍Partner closely with Vendor Management, Workforce Management, Quality Assurance, Program Management, and Training Operations teams 📍Own planning for regional site visits, social events, and other market specific engagements

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

📍15+ years experience managing multi-level CX Operations teams, 📍5+ years experience managing operations in a volatile/hyper-growth environment 📍High horsepower – strong problem-solving skills; adept at frequent context switching; autonomous operator; able to work on multiple projects at once 📍Local market subject matter expertise – deep understanding of the Manila market (regulatory/Peza requirements, competitor landscape, labor law, etc) 📍Emotionally intelligent – can easily gain buy-in from your team and cross-functional partners; authentic; willingness to be humble and vulnerable 📍Scrappy and proactive – naturally curious enough to “figure it out”; able to pivot and ruthlessly re-prioritize; bias for action and proposing solutions 📍Expert communicator – ultra clear written and verbal communication; ability to write docs and simplify complex topics for senior audiences 📍Passion – for creating an exceptional experience for Coinbase customers; for creating economic freedom through crypto and Web3 📍Willing to work from an office, and potentially evening/overnight shifts (Philippines hours) as business needs require