Manager, CX Site Strategy
Coinbase
Salary
💰 $166,345 - $195,700 per year
Job Level
SeniorLead
About the role
- 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.
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
