Manager, WFM CX Operations

Coinbase · 📍 Remote - USA · Diposting 2026-10-07
FULL_TIME⭐ TERVERIFIKASI
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Coinbase is seeking an experienced Manager, WFM CX Operations to join our team. In this role, you will be responsible for managing and optimizing our Workforce Management (WFM) and Customer Experience (CX) operations. This is a remote position based in the USA.

As a Manager, WFM CX Operations, you will play a crucial role in ensuring our operations run smoothly and efficiently. You will be responsible for overseeing the scheduling, forecasting, and staffing processes, as well as managing our CX operations to ensure a high level of customer satisfaction.

If you are passionate about operations and customer experience, and you have a proven track record of success in these areas, we encourage you to apply.

📋 Tanggung Jawab Pekerjaan

Tanggung Jawab:

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  • Oversee and optimize Workforce Management (WFM) processes to ensure efficient scheduling, forecasting, and staffing.
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  • Manage and improve Customer Experience (CX) operations to ensure high levels of customer satisfaction.
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  • Lead and mentor a team of WFM and CX analysts to ensure they are equipped with the skills and knowledge needed to succeed.
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  • Analyze and report on WFM and CX performance metrics to identify areas for improvement and drive continuous improvement initiatives.
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  • Collaborate with other departments to ensure alignment and integration of WFM and CX operations.
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  • Stay up-to-date with industry trends and best practices in WFM and CX, and implement new strategies and technologies as needed.
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  • Ensure compliance with all relevant laws, regulations, and company policies.

    • 🎓 Kualifikasi & Syarat

    Kualifikasi:

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  • Bachelor's degree in Business, Operations Management, or a related field.
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  • 5+ years of experience in WFM and CX operations, with a track record of success in these areas.
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  • Strong knowledge of WFM and CX software and tools, such as Workday, Oracle, or similar.
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  • Excellent analytical and problem-solving skills, with the ability to analyze complex data and identify trends and patterns.
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  • Strong leadership and team management skills, with the ability to lead and mentor a team of analysts.
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  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with other departments and stakeholders.
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  • Strong attention to detail and the ability to manage multiple tasks and priorities in a fast-paced environment.

    • 🛠️ Keahlian

    WFM software and toolsCX operationsData analysisTeam leadershipCommunicationProblem-solvingAttention to detail
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