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User Operations Manager

2 weeks ago

Singapore Nansen.ai Full time

Nansen is a blockchain analytics platform that enriches on-chain data with millions of wallets labels. Crypto investors use Nansen to discover opportunities, perform due diligence and defend their portfolios with our real-time dashboards and alerts.

**Remote, EMEA / APAC**

Nansen is a blockchain analytics platform that enriches on-chain data with millions of wallet labels. Crypto investors use Nansen to discover opportunities, perform due diligence and defend their portfolios with our real-time dashboards and alerts. We are backed by some of the best investors in the world (e.g., a16z, Accel, Tiger, GIC) and have great ambitions to shape the web3 world.

**About the role**

Nansen is looking for an effective and motivated User Operations Manager to help build the User Operations team. The User Operations Manager will help build and guide their team to build processes around helping customers with questions, account issues, and bug reports.

**Responsibilities**:

- Own the data, definition and reporting on KPIs and help identify the right metrics to make

meaningful sense of customer issues
- Own and manage the user support journey and build a world-class experience for users.
- Partner with teams to help define goals for these metrics to define team prioritisation in a data driven way
- Build the right models and tools that allow teams to build better products for our users and

generate insights that help us grow faster and more efficiently
- Help shape the overall vision for the user operations function at Nansen, including how we grow

and scale the team and capabilities

Are you the right person for this role?
- At least 3 or 4 years of work experience in user operations and/or customer-facing roles (at least 1 of which was in a high-growth company)
- Experience/interest in crypto
- Excellent understanding of process design and documentation skills
- An ability to execute on and deliver complex operational projects involving multiple stakeholders
- Excellent verbal and written communication skills
- An extraordinary sense of ownership and a builder mindset
- Great operational awareness: a sense of the big picture in the team and how they can help team members navigate best within the big picture

**The following are nice-to-haves**: