CX Vendor Manager

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up.

We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

The Coinbase Customer Experience (CX) organization plays an imperative role in achieving our mission. Our team is dedicated to eliminating customer challenges, empowering our global user base via self-service and automation, and optimizing customer support interactions to build an effortless experience. More specifically, the CX Operations team is dedicated to providing world class support and client services across our entire suite of products.

We are seeking a highly skilled and experienced Vendor Manager to oversee and manage third‑party vendors within the Consumer domain for our Business Process Outsourcing (BPO) operations. The ideal candidate will possess in‑depth knowledge of Consumer support requirements, vendor management best practices, and a proven track record of effectively managing vendor relationships. This role plays a critical part in ensuring adherence to regulatory and quality standards and operational excellence within our organization.

• Performance and relationship management of BPO Vendors
• Generate insights and present them to Vendors and Internal stakeholders
• Create and/or execute strategies to improve vendor performance
• Ensure vendors are compliant with Coinbase requirements policy wise and contractually
• Find solutions to performance related problems with a Lean Six Sigma mindset
• Drive continuous improvements and quality performance of partner metrics such as quality (CSAT, Resolution Rate, FCR), productivity, staffing, training, attrition, and efficiency.
• Hold vendors accountable to executing Coinbase operational excellence & contractual standards
• Participate with cross‑functional teams in strategic decisions designed to meet quality and service goals
• Identify, analyze, and resolve a wide range of technical, process, and operational issues, providing quick and conclusive solutions
• Identify improvement opportunities through building mechanisms that will uncover improvement opportunities, build effective solutions to improve ideally automation or digitisation
• Travel 30‑40%

• 5+ years of relevant vendor management or Consumer/Compliance Operations experience
• Experience leading BPO operations (preferably in the Compliance space) or directly relevant Compliance Operations (Financial sector)
• Excellent communication skills and styles, both written and verbal. Demonstrated ability to effectively present information to internal and external audiences
• Proven ability to lead and coordinate multi‑disciplinary projects and initiatives in a fast‑paced and deadline‑oriented business environment with broad impact
• Demonstrated ability to use data to drive operations improvements
• Extensive understanding of the organization's business operations and industry
• Knowledgeable of emerging trends and industry practices

• Experience using BI tool such as…