Senior Operations Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of daily operational support for key strategic partners.

• Ensure clear accountability, proactive communication, and timely follow-up.

• Handle billing inquiries and discrepancies in collaboration with the Finance team.

• Confirm that invoices align with agreed commercial terms and resolve any issues swiftly.

• Facilitate technical support and escalations in cooperation with Engineering and Solutions Architecture.

• Monitor issues until resolution and keep partners updated throughout the process.

• Provide monthly partner reports detailing transaction volume, product usage, fees, and operational performance.

• Identify trends, risks, and opportunities for growth.

• Assist in onboarding, post-launch adoption, business reviews, and continuous account planning alongside Sales and Account Management.

• Develop repeatable workflows, playbooks, and automation for common partner requirements.

• Minimize manual tasks and enhance response times as the partner network expands.

• Lead operational engagement for strategic and rapidly growing PSP, fintech, and banking partners utilizing Coinbase's platform.

• Collaborate with Sales, Product, Engineering, and Finance to resolve issues, increase partner usage, and provide enduring value from Coinbase's infrastructure.

⛳️ Requirements

• A minimum of 5 years of experience in customer operations, partner operations, technical account management, or customer success within a PSP, fintech, bank, or cryptocurrency organization.

• Proven experience supporting strategic enterprise clients in areas such as billing, reporting, technical escalations, and ongoing account management.

• Demonstrated ability to resolve complex issues across both technical and business teams.

• Familiarity with payments infrastructure, including stablecoins, cross-border payments, payment rails, and digital wallets.

• Proficient in articulating operational and technical issues clearly to partner teams and senior stakeholders.

• Strong analytical capabilities.

• Experience transforming transaction, usage, and billing data into precise reports and actionable recommendations.

• Responsible utilization of generative AI with necessary human oversight.

• Must reside in the USA.

🏝️ Benefits

• Eligibility for equity.

• Eligibility for bonuses.

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• 401(k) plan.

• Quarterly in-person working sessions (“surges”).

• Reasonable accommodations for individuals with disabilities.

• Equal opportunity employment protections.