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Launched 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, Global BPO Operations role will be responsible for our business process outsourcing (BPO) partnerships and engagements. Our partners serve as a critical lever to enable scalability in a fast paced crypto environment and provide customer support on a 24×7 basis. This role will include leading the overall program and enablement of our providers, while collaborating with several cross-functional stakeholders and teams to build a world class experience for internal agents and our end 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 large scale support teams and/or programs
- 5+ 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 and build a world class business process outsourcing (BPO) program in service of providing a world class customer experience
- Establish governance and accountability programs with BPO partners, including weekly business reviews, process improvements and issue deep dives
- Manage, review and negotiate contracts alongside the Binance.US procurement team
- Establish and maintain accountability for achieving key success metrics that will help achieve industry best standards
- Facilitate end to end request for information (RFI) and request for proposal (RFP) processes to onboard new partners and service providers
- Develop enterprise-wide workforce management to optimize staffing and capacity across teams
- Enable the appropriate access to technology and tools, with a focus on compliance and security
- Establish CX programs, playbooks and frameworks in partnership with internal teams, including training, QA, and escalations
- Determine strategies to eliminate upstream product defects with a focus on reducing contact rate, automating manual processes and leveraging self service content for customer education.
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.
Kaiser Permanente
www.aetna.com
