Senior Manager, CX Operational Excellence - Binance.US｜Meet.jobs

About the jobLaunched in 2019, Binance.US is the fastest growing and most integrated digital asset marketplace in the United States, powered by matching engine and wallet technologies license from the world’s largest cryptocurrency exchange - Binance. Our mission is to provide liquidity, transparency, and efficiency to financial markets by creating products that leverage crypto to unlock the power of everything. We build bridges between traditional finance and digital markets that enable growth for all—empowering the future of finance. Binance.US is operated by BAM Trading Services.

The Customer Experience (CX) team is at the heart of the company’s customer centric focus. Our goal is to provide value added support and services that help customers along the entire lifecycle of their journeys into crypto and web3.

The Senior Manager, CX Operational Excellence role will be responsible for developing and owning several programs that are focused on process improvement and efficiency across multiple lines of business. This is an exciting role for builders who are interested in deep diving into customer support issues and being empowered to solve for them. In this role, with a keen attention to detail, you will partner with a number of cross-functional teams to build forward thinking solutions that result in better experiences for our customers.

Requirements

 

Passionate about working in a fast-paced environment supporting customers across an exciting suite of products

6+ years of experience in CX functions and focus areas, including managing operational and process excellence programs

4+ years of people leadership experience, with a track record of managing high performing teams

“Crypto curious” with a keen desire to drive the web3 industry forward in service of our customers

 

Responsibilities

 

Lead the strategy and execution of a new team and function focused on operational excellence and process efficiency 

Establish and standardize CX programs that provide a balance between existing industry best practices and new, innovative solutions (eg. web3 and crypto focused)

Create and optimize end to end processes across the entire customer lifecycle, with a focus on scalability and effectiveness

Develop standard operating procedures for mapping out workflows and standard operating procedures

Achieve best in class key success metrics including containment rate, contact rate, first contact resolution, average handling time and cost

Build domain expertise across multiple lines of business, including but not limited to account onboarding, payments, crypto and risk

Partner with cross-functional teams and stakeholders to eliminate upstream product defects, improve internal tooling capabilities and streamline workflow processes

 

Binance.US is an Equal Opportunity Employer. Our mission is to give Americans access to a broad array of digital assets, and we thrive because of the diverse and inclusive team that we are building. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.  

Binance.US complies with Federal Transparency in Coverage regulations by providing this link to machine readable files related to the health plans offered to our employees. The machine-readable files are formatted to allow researchers, regulators, and application developers to more easily access and analyze data including negotiated service rates, and out-of-network allowed amounts between health plans and healthcare providers.

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