Customer Experience Bar Raiser

The Operational Specialist supports the execution of our Customer Service & Experience strategy and program based on industry-leading continuous improvement processes, systems, and practices. The position is responsible for the development of methods and processes that will result in significant process improvement within Customer Experience and for our Marketing, Operations, Product, Engineering, Compliance, Risk, and Finance partners.

At your core, you’ll thrive in a fast-paced, collaborative, process-driven environment and is able to adapt and adjust plans on the fly. You must also have strong prioritization skills and a willingness to roll up one's sleeves to get the job done. Most importantly, you’ll drive results and significantly support the growth and adoption of OKGroup products, features, and services.

What You’ll Be Doing:

• Develop, direct, and execute process improvement initiatives to raise the bar of Customer Experience & Satisfaction
• Work with and influence BU leaders in the development planning process and prioritize improvement opportunities based on strategy and tactical planning objectives
• Provide guidance, expertise, and/or assistance to Customer Service team to ensure programs and strategies are being implemented and maintained effectively
• Lead the development, implementation, and refinement of post campaigns and product deployment customer impact and feedback evaluation to bring back to our BU partners

What We Look For In You:

• Green Belt in Lean Six Sigma; BA/BS degree
• A Customer Experience advocate with minimum 2 years of work experience in a fintech or technology-driven organization
• Demonstrated ability to build trust and facilitate consensus among cross-functional teams
• Familiarity with project management principles and application including the ability to manage multiple projects simultaneously and evaluate priorities

Nice to Haves:

• Working experience within a Contact Center environment
• Experience working with teams across offices and timezones
• Fluent in Chinese

Highlights of Perks and Benefits:

• Market competitive total compensation package
• Comprehensive insurance package including medical, dental, vision, disability & life insurance (Company pays 100% for employee/80% for dependents)
• Flexible PTO policy, company paid holidays, and flexible hours
• UberEats Program
• Paid Parental Leave
• Employee Referral Bonus Program paid in BTC
• Company Donation Match
• More surprises when you join!

OKCoin Statement:

OKCoin is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, and non-job related physical or mental disability, or protected veteran status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.