Client Engagement Reporting 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 straightforward for most people 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 rate over the past two years, our volume of requests, support channels, and relative complexity of requests have increased. We are seeking an experienced and client experience focused Reporting Manager to produce reports and monitoring dashboards that result in the improved performance and reduced cost of our global and industry leading Client Engagement (CE) team.



The Client Engagement Reporting Manager role is tightly integrated into all areas of our organization, resulting in a broad scope of impact and the unique opportunity to bridge operational teams and achieve excellent cross-functional results with data. Leading a team of results-driven reporting experts and reporting directly to Client Engagement’s Director of Operations, you would be responsible for driving CE’s reporting strategy and ensuring leaders and decision makers have sufficient visibility and understanding of their areas of oversight and/or interest. Working with your team, and collaborating cross-functionally with stakeholders and project counterparts, you would remain vigilant for and capitalize on opportunities for functional parties at Kraken to leverage data to improve the speed and quality of support that Kraken provides, drive changes to Kraken products in order to improve client experience, and optimize internal processes.



To be a successful Client Engagement Reporting Manager, you will be highly technical with the ability to understand the full breadth of complex stakeholder requests and create easy-to-interpret reports and dashboards that contain compelling and actionable insights. You should be a strategic thinker with strong communication and presentation skills who thrives in results-oriented, highly collaborative and fast-paced environments. 



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



Responsibilities



    • Establish and develop upon a comprehensive reporting program for the Client Engagement organization, creating single sources of truth dashboards and reports and facilitating understanding of relevant data across Client Engagement teams and decision makers

    • Build and manage Client Engagement’s Reporting team, directly managing reporting experts 

    • Seek to intimately understand initricate and multi-dimensional stakeholder needs in order to create reports and dashboards that leverage data from multiple sources and that use formulas/scripts of varying complexity to satisfy reporting requests 

    • Produce dashboards, roadmaps, plans and other documentation to support project efforts, proactively communicate project status and manage stakeholder expectations

    • Partner with Big Data Analysts, Product Managers and CE’s Process team to escalate high complexity and/or security reporting tasks and to automate reporting processes

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

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

    • Produce decks and other documentation which present your team’s work, assure full understanding of actionable insights and educate on how to leverage reporting tools




Requirements



    • 10+ years of experience developing and refining systems to monitor the performance and improve the efficiency and overall functioning of complex systems. Expertise in data preparation, interpretation, and visualization.

    • 5+ years of experience managing high performing teams of reporting specialists and/or data analysts

    • Strong written, spoken, interpersonal, and presentation communication skills, with the ability to translate technical and complex metrics into layman’s terms. 

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

    • Excellent organizational and project management skills 

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

    • High level of comfort with project and workstream management tools like Wrike, Confluence and Jira

    • Comfortable using web services such as REST API and languages such as SQL to retrieve data

    • Very comfortable using Google services (Analytics, Data Studio, Sheets, Apps Script, etc.).  

    • Proficiency in one or more languages used for data processing and charting (Python, R, etc.) 

    • Motivated to accelerate global cryptocurrency adoption through outstanding client support

    • Familiarity with Kraken’s products is an asset

    • Experience working with other data science tools such as Zeppelin and Airflow is an asset

    • Statistics experience and experience working with contact center data are assets




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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