Manager, Cold Storage Operations

We’re Coinbase. We’re the world’s most trusted way to join the crypto revolution, serving more than 89 million accounts in more than 100 countries.

Our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web 3.0 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

Ready to #LiveCrypto? Who you are:

- You’ve got positive energy. You’re optimistic about the future and determined to get there.
- You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0.
- You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
- You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
- You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
- You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

As the Manager for Cold Storage Operations, you will lead the team responsible for providing high-touch support for multiple customer segments: high value traders, institutions, retail and businesses. With the combination of in-depth crypto expertise, and a strong operational skill set, you will play a major role in crafting our strategy for scalability. You will help us effectively hire, manage and develop a high performing 24x7 team that provides client facing support with a focus on cold storage transaction execution. You will play a major role in crafting our strategy for scalability in Asia. Given that this function lives within the Customer Experience organization, you will also be expected to collaborate with the global operations leadership team to deliver world class support.

What you’ll be doing (ie. job duties):

- Work with internal and external stakeholders to understand the business requirements and technical solutions needed to unlock operational scalability
- Serve as a proactive leader with vision across Blockchain Operations, with a bias towards action and the ability to contribute to overall organizational strategy and direction.
- Optimally hire, manage and develop an impactful team
- Support your team by providing direction, assigning projects, and checking in on progress while holding your direct reports accountable to their goals and tasks.
- Work with Ecosystem Leadership and cross functional stakeholders to improve and complete an effective transaction execution framework across various crypto transaction types.
- Help create a better customer experience by synthesizing and championing customer feedback to other parts of the organization such as the product, security and engineering teams.
- Ability to operate independently to solve both tactical and strategic problems for customers located primarily in Asia, but also for a global customer base transacting during Asia business hours.
- Serve as an escalation point for high priority customers.
- Make informed, data driven decisions by using an in-depth understanding of metrics and rep orting.
- Foster a highly engaged organization, setting up opportunities for career development and growth.

What we look for in you (ie. job requirements):

- Motivated by Coinbase’s mission and creating a seamless support experience for our global institutional customer base.
- Minimum of 5 years of direct management experience.
- Excellent track record of growing and managing deeply engaged, strong teams.
- Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organization.
- Travel requirements up to 10% to Coinbase offices and client locations, based on needs.

Nice to haves:

- Experience serving institutional clients in a traditional brokerage, asset management, or trading context; or experience serving crypto-first investors.
- Advanced experience in project management, analytics or quality assurance.
- Advanced degree in business, finance, customer experience and/or blockchain.
- Mandarin Chinese spoken and written fluency.
- Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.

**Please note that for employees based in the US, Philippines, Canada or Singapore, if your role requires you to be present in a Coinbase office or if you choose to be physically present in a Coinbase office or sponsored location, parti