Client Engagement Process Design & Optimization Manager




About Kraken



Kraken is changing the world. Join the revolution!



Our mission is to accelerate the adoption of cryptocurrency so that you and the rest of the world can achieve financial freedom and inclusion. Founded in 2011 and with over 4 million clients, Kraken is one of the world’s largest, most successful bitcoin exchanges and we are growing faster than ever. Our range of successful products are playing an important role in the mainstream adoption of crypto assets. We attract people who constantly push themselves to think differently and chart exciting new paths in a rapidly growing industry. Kraken is a diverse group of dreamers and doers who see value in being radically transparent.



In our first decade Kraken has risen to become one of the best and most respected crypto exchanges in the world. We are changing the way the world thinks about money and finance. The crypto industry is experiencing unprecedented growth and Kraken is leading the charge. We’ve grown from 70 Krakenites in January 2017 to over 1600 today and we have no intention of slowing down.



About the Role



Kraken is a market leader in one of today’s most innovative and quickly growing industries. Striving to accelerate the adoption of cryptocurrencies, and understanding that crypto isn’t clear for most yet, we see our support offering as a key differentiator in our space. As our market share and service offerings have expanded at a remarkable speed over the past two years, our volume of requests, support channels, and relative complexity of requests have increased. We are seeking an experienced Process Design and Optimization Manager to streamline the processes performed by our global and industry leading Client Engagement team and the systems they work on, promoting us to create more outstanding client interactions that inspire Kraken evangelists.



The Client Engagement Process Design and Optimization Manager role is tightly integrated into all areas of our organization, resulting in its having a broad scope of impact in a focus that is core to Kraken’s excellence and acceleration of growth. Leading a team of results-driven process experts and reporting directly to Client Engagement’s Director of Operations, as the Process Design and Optimization Manager, you would be responsible for designing and then driving Client Engagement’s process strategy. Working with your team, and collaborating cross-functionally with project counterparts and stakeholders, you would remain vigilant for inefficiencies, and apply cutting-edge strategies to identify and capitalize on opportunities to optimize the speed, efficiency, reliability and performance of CE processes.



To be a successful Process Design and Optimization Manager, you will be a highly technical and creative self-starter who prioritizes client experience and who thrives in results-oriented and fast-paced environments. You should be a strategic thinker with strong risk-mitigation strategies who is comfortable managing multiple projects end-to-end simultaneously and communicating your team’s findings, recommendations, and results in concise, actionable reports and presentations. 



This is both a strategic and hands-on leadership role.





Responsibilities



    • Establish a comprehensive process analysis program, ensuring CE’s processes across all systems and teams are continuously optimized for speed, efficiency, reliability, client experience and overall performance 

    • Build and manage Client Engagement’s Process Design and Optimization team, directly managing 5-10 Process Optimization experts 

    • Partner with Data teams to establish and build on systems to monitor and improve process performance 

    • Work closely with your team, Product Managers and Engineers to drive improvements to technical processes, and to adapt CE processes to accommodate changes to Kraken’s products and service offerings, as well as surges in support demand

    • Manage multiple projects simultaneously, proactively communicating progress and shifting priorities with stakeholders and CE leadership 

    • Foster strong collaborative relationships with CE’s Operations Managers to promote operational efficiency and excellence across all functional areas of Client Engagement

    • Represent Kraken in relationships with companies in calls, emails and on-site events, pursuing product enhancements and seeking support required to drive improvements to our processes and worker UX

    • Regularly present your team’s work, roadmaps and results to project stakeholders and the company to raise awareness of your work and extend it to other areas




Requirements



    • 10+ years of experience monitoring, evaluating and optimizing technical and human processes on complex systems and large teams

    • 5+ year of experience managing high performing teams to drive significant improvements in process speed, efficiency, reliability and overall performance 

    • Excellent strategic, analytics, and risk management skills, with the ability to distill highly complex and multi-dimensional problems into precise plans of action

    • Strong written, spoken, interpersonal, and presentation communication skills, with the ability to translate technical explanations into layman’s terms and vice versa to collaborate with stakeholders and technical project counterparts alike

    • Able to balance a high level of tenacity with adaptability and a holistic outlook in order to effectively manage team workload, and meet the evolving needs of a high-growth, dynamic and fast paced organization

    • Excellent organizational and project management skills 

    • Creative, curious, and persuasive self-starter with a hands-on, roll-up-your-sleeves work ethic 

    • High level of familiarity with Zendesk product administration

    • Working knowledge of project and workstream management tools like Wrike, Confluence and Jira

    • Comfortable working with REST APIs, SQL and HTML

    • Motivated to accelerate global cryptocurrency adoption through outstanding client support

    • Experience applying lean principles, six sigma and/or business process management concepts is an asset

    • Familiarity with Kraken’s products is an asset




We’re powered by people from around the world with their own unique backgrounds and experiences. We value all Krakenites and their talents, contributions, and perspectives.



Check out all our open roles at https://www.kraken.com/careers. We’re excited to see what you’re made of.  



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