As the CX Vendor Operations Program Specialist, you will be responsible for oversight of BPO operational processes, strategic workforce planning projects, and initiatives to improve agent support quality. You will develop and implement playbooks/SOPs to improve and standardize BPO operations, own playbook/SOP roll-out and change management with BPO stakeholders, and implement governance mechanisms to ensure BPO adherence to Coinbase procedures.

Responsible for membership growth and financial performance within the South Region (West Tennessee, Alabama, Mississippi). This leader works across a cross functional team to manage performance and to assist in the development and execution of strategies for Oscar to meet short and long term goals, while also developing and maintaining exceptional relationships within the Central/Mid-West market, and delivering best in class member care.