Consumer Operations, Program Manager
$150,301–$210,600 year
On-siteNew York, United States
New York, United StatesOn-siteFull Time$150,301–$210,600 yearBachelors DegreeFintechLarge
Full TimeBachelors DegreeLargeFintech
Job Summary
Lead cross-functional teams to define operational requirements for new Link/Crypto onramp products and implement infrastructure supporting operational workflows. Represent user interests in product discussions to advocate for enhanced consumer experiences and develop support strategies that improve self-service options. Ensure all processes and features comply with local laws and regulations while monitoring metrics to drive continuous improvements against key performance objectives.
Required Qualifications
- Bachelor's degree or foreign equivalent in Business, Management, Economics or a related field
- 5 years of post bachelor's progressive experience in Operations
- 5 years experience pulling data, creating queries and analyzing large datasets using SQL
- 4 years experience leading end-to-end execution of large, cross-functional projects to improve user and Support Specialist experience and operational efficiency
- 1 year of experience with designing and executing comprehensive test cases for new features, system updates, and process changes
- 1 year experience coordinating feedback loops between end users, support teams and product teams
- 1 year experience writing Product Requirement Documents (PRDs) and Business Requirement Documents (BRDs) and the ability to translate operational needs into technical requirements
- 1 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
- 50% Telecommuting permitted
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