Seeking a Senior Manager of Business Process Improvement & Operations to own and optimize our service delivery operations and vendor partnerships. This role is critical in driving efficiency, accountability, and performance of our back-office operations in India and across global third-party vendors while partnering cross-functionally to improve end-to-end service delivery. You’ll be an operational leader who can both envision and execute sustainable process improvements.

The Senior Vice President – Shared Delivery is responsible for the strategy, execution and ongoing management of our large Global Shared Delivery Organization, spanning across multiple locations/countries. You will lead a highly efficient organization with cost effective scale and flexibility, governance and delivery excellence, ensuring performance outcomes, employee engagement and client satisfaction.

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.