Manager, CX Site Strategy

Coinbase; Salem (OR); Hybrid; USD 166,000 - 196,000; Full time

Job summary

A leading cryptocurrency platform in Salem, Oregon seeks an experienced individual to manage vendor operations, ensuring the development of strategic initiatives and contract standardization. The ideal candidate will have over 7 years in operations or vendor management, excelling in negotiation and communication. This role requires an onsite presence to foster collaboration and is essential to support the company's rapid growth.

Benefits

Target bonus

Equity

Comprehensive benefits including medical, dental, and vision

Qualifications

• Minimum 7 years of experience in operations or vendor management.
• Proficient in managing contractual negotiations with external vendors.
• Experience in developing multi-year strategies for vendor operations.

Responsibilities

• Develop and maintain site strategy for vendor locations.
• Drive standardization in CX vendor contracts.
• Manage strategic initiatives across the Vendor Strategy team.

Skills

Negotiation skills

Project management

Excellent communication

Education

Bachelor's degree in Business Administration or related field

Tools

MS Office

G Suite

Job description

Overview

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.

What you’ll be doing (job responsibilities)

• Develop and maintain a multi-year site strategy for third-party vendor and captive locations, in partnership with vertical Vendor Managers and Operations leaders.
• Drive contractual standardization in partnership with Sourcing, ensuring that CX vendor contracts evolve with business requirements. Act as the central CX point of contact for BPO contract management.
• Act as the CX coordinating body for BPO RFPs, working with Legal and Procurement to drive partner selection, due diligence, and contract execution.
• Build standardized models for evaluating vendor offers and ROI, and develop standardized scorecards to evaluate existing vendors.
• Own region-specific vendor security/risk governance.
• Build and maintain central site inventory to track site operational information, such as services provided, hours of operation, and lines of business supported.
• Manage strategic initiatives across the Vendor Strategy & Site Operations team.
• Support team business rhythm activities.

What we look for in you (job requirements)

• Bachelor\'s degree in Business Administration, Finance, Legal Studies, or a related field
• A minimum of 7 years of experience in operations or vendor management, preferably in a global CX organization
• Strong negotiation skills, with a proven track record of managing contractual negotiations with external vendors
• Experience developing and executing multi-year strategies for vendor site operations
• Strong project management skills with experience in site lifecycle management (onboarding, expansion, exits)
• Ability to work cross-functionally with Vendor Management, Procurement, and Operations teams
• Excellent written and verbal communication skills, with experience meeting with and presenting information to senior leadership
• Proficient in MS Office / G Suite tools

Nice to haves

• Experience with BPO RFP processes

Job #: P71124

#LI-Remote

Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, vision and 401(k)).

Pay Range:

$166,345—$195,700 USD

Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase\'s roles before applying.

Commitment to Equal Opportunity

Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site, you can download a free compatible screen reader (free step by step tutorial can be found here).

Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.

AI Disclosure

For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.

For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.

The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment. To request a reasonable accommodation due to disability, please contact accommodations[at]coinbase.com