Senior Manager, Crypto Operations
Senior Manager, Crypto Operations
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The role
The Senior Manager Crypto Operations will help manage the member servicing program for SoFis crypto product. This role is responsible for building and maintaining a best-in-class service delivery program and partnering across functions to drive a superior member experience.
What youll do:
- Oversee the front line servicing of SoFis crypto product.
- Monitor performance against key metrics including service levels P&L and member experience indicators (e.g. NPS complaints). Compile and present to partners and senior management.
- Collaborate with Product Engineering and Design teams to influence roadmap prioritization.
- Work with cross-functional teams to inform ongoing iteration and expansion of Crypto features and capabilities to break down barriers in traditional finance and redefine the role crypto can play in members financial lives.
- Tackle ambiguous problems finding innovative solutions even when inputs and outputs are uncertain.
- Hire coach and performance manage agents to drive team member development.
- Identify and escalate issues and propose recommended solutions regarding process improvements for systems and procedures.
- Monitor day-to-day activities of functional areas to ensure compliance to internal policy legal and pertinent regulations. Establish monitor and maintain internal policies and procedures as well as business continuity plans.
- Utilize experience and specialized knowledge of specific functional areas and internal policies and procedures to respond to and make appropriate decisions to resolve the most complex situations referred by staff
- Foster an environment focused on finding solutions to problems and innovative differentiators.
What youll need:
- 5 years of management experience
- 5 years of crypto and/or brokerage trading experience
- 7 years of general customer service experience in a contact center setting
- Minimum Bachelor or equivalent experience
- Experience hiring training motivating monitoring and coaching teams of customer service & processing employees
- Strong written communication skills are required to answer questions and communicate issues clearly & concisely to associates customers as well as management
- Ability to react to change quickly and implement new processes & procedures
- Ability to work independently
- FINRA licenses (Series 7 24) preferred but not required
Required Experience:
Senior Manager
Employment Type
Full Time
