The opportunity
Must have a Bachelor's degree or foreign equivalent in Business, Management, Economics or a related field, plus 5 years of post bachelor's progressive experience in Operations.
What you'll do
Lead or collaborate with cross-functional teams, including Product,: Engineering, Legal, Compliance, Support, Operations Technology, and Vendor Management, to define operational requirements for new Link/Crypto onramp products, features, and experiments.
Partner with Product and Engineering teams to design and implement the: infrastructure and tools needed to support operational workflows.
Represent the interests of users in product development discussions and: advocate for solutions that improve the consumer experience.
Develop customer support strategies and implement tools to enhance self-service options for users.
Ensure operational processes and product features comply with applicable: local laws, regulations, and consumer protection requirements.
Monitor and analyze operational metrics, driving continuous improvements to: meet key performance objectives, such as consumer satisfaction, contact rate, and service-level agreements (SLAs).
What they're looking for
- years experience pulling data, creating queries and analyzing large datasets using SQL.
- years experience leading end-to-end execution of large, cross-functional: projects to improve user and Support Specialist experience and operational efficiency.
- year of experience with designing and executing comprehensive test cases for: new features, system updates, and process changes.
- year experience coordinating feedback loops between end users, support teams and product teams.
- year experience writing Product Requirement Documents (PRDs) and Business: Requirement Documents (BRDs) and the ability to translate operational needs into technical requirements.
- year experience with CRM and support platforms including Salesforce, Case: Studio, and CRV, including designing and implementing automations, workflows, and routing logic to reduce manual tasks for Support agents.
