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Manager - Learning & Development, Cx Operational

3 months ago

Toronto, Ontario, Canada Binance Full time
Launched in 2019, BAM Management US Holdings Inc. d/b/a Binance.
US ("Binance.
US") is the fastest growing and most integrated digital asset marketplace in the United States, powered by matching engine and wallet technologies license from the world's largest cryptocurrency exchange
  • Binance.
Our mission is to provide liquidity, transparency, and efficiency to financial markets by creating products that leverage crypto to unlock the power of everything. We build bridges between traditional finance and digital markets that enable growth for all—empowering the future of finance. Binance.
US is operated by BAM Trading Services.

The Manager, Learning and Development will be responsible for delivering a world class customer experience to Binance.
US consumers.

The role will be focused on supporting multiple lines of business, including but not limited to onboarding, account management, payments and risk / compliance operations.


This is an exciting role for builders who are interested in deep diving into customer support issues and being empowered to solve for them.

In this role, you will be responsible for leading a customer centric, performance driven, and crypto forward culture.

Responsibilities:

  • Lead the Operational Excellence Learning and Development team supporting training delivery for agents and third party partners and ongoing knowledge management for agents and customers alike
  • Develop learning objectives and frameworks based on industry best practices including a robust change management process
  • Manage and oversee training delivery and periodic knowledge checks ensure accountability and consistency across programs
  • Partner with CX leadership and cross functional teams to identify and improve content, delivery and measurement of learning programs
  • Support and calibrate across all operational units to ensure agents are achieving learning and development targets and goals
  • Provide strategic guidance on building the most customer centric organization in crypto, focusing on best practices for training design and delivery, knowledge checks, reengineering and efficiency opportunities
  • Hire, develop and manage a team of trainers and knowledge managers
  • Contribute to clear documentation of all customer facing workflows to support agents and promote education for customers as applicable
  • Manage change and contribute to build a learning organization that works in sync across various functions including learning and development, knowledge management etc.
  • Set and raise the bar for instilling operational rigor and expertise across multiple lines of business and support channels
  • Achieve best in class key success metrics including service levels, productivity, quality assurance and CSAT
  • Build domain expertise across multiple lines of business, including but not limited to account onboarding, payments, crypto and risk
  • Create a new benchmark for supporting customers across innovative web3 and crypto products
  • Serve as a valuable member of the CX team, with direct ownership and accountability
  • Engage with crossfunctional stakeholders and executives with a focus on collaboration and partnership

Requirements:

  • Passionate about working in a fastpaced environment supporting customers across an exciting suite of products
  • 4+ years of experience in CX functions and focus areas, including managing operational leaders and teams
  • 2+ years of people leadership experience, with a track record of managing high performing teams
- "Crypto curious" with a keen desire to drive the web3 industry forward in service of our customers

Binance.
US is an Equal Opportunity Employer.

Our mission is to give Americans access to a broad array of digital assets, and we thrive because of the diverse and inclusive team that we are building.

We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.


  • Binance.
US_

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