CoinDCX
Website:
coindcx.com
Company:
https://www.linkedin.com/company/coindcx
Seniority: Mid-Senior level
Industries: Financial Services
Job details:
The CoinDCX Journey: Building the Future of Finance
At CoinDCX, our mission is clear: to make crypto and blockchain accessible to every Indian and enable them to participate in the future of finance. As India's first crypto unicorn valued at $2.45B, we are reshaping the financial ecosystem by building safe, transparent, and scalable products that power adoption at scale.
We believe that change starts together. It begins with bold ideas, relentless execution, and people who want to build what's next. If you're driven by purpose and thrive in environments where your work defines the next chapter of an industry, you'll feel right at home here.
About the Role
This isn't a typical process or operations role.
You will build and own the Process Excellence function within CoinDCX's Customer Experience organisation: the discipline that decides why CX processes break and how they get fixed for good, not just how a single ticket gets resolved. This is a high-impact role that sits at the intersection of process governance, root cause analysis, and regulatory risk, directly shaping how millions of Indian customers experience crypto. You'll define the standards the frontline operates against, run the root cause discipline that turns escalation patterns into structural fixes, and hold a formal line into Risk and Compliance, making this one of the most foundational roles in our Customer Experience function.
What You'll Do
Process Governance & SOP Ownership
- Own the single source of truth for CX SOPs and playbooks, including version control and audit trails.
- Run staleness audits to ensure SOPs are updated within a defined window of any related policy or product change.
- Chair the Process Governance Forum with Product, Ops, Tech, and QA to review and approve process changes before rollout.
Root Cause Analysis & Structural Fixes
- Analyse escalation, repeat contact, and complaint data to identify root causes, using structured problem-solving methods such as DMAIC, 5 Whys, or fishbone analysis.
- Convert findings into structural fixes and route them to the correct owner in Product, Ops, or Policy, tracking each one through to closure.
- Own RCA cycle time as a core performance metric, and drive down repeat contacts tied to process, not agent, causes.
Process Mapping, Value Stream Analysis & Automation
- Map and continuously refine CX process flows end to end, identifying redundant handoffs, manual steps, and friction points.
- Identify and prioritise automation opportunities, building the business case in partnership with Tech and Engineering, who own build and deployment.
Risk & Compliance Process Governance
- Run a standing monthly review with Risk and Compliance on process gaps carrying fraud, AML/KYC, or regulatory exposure.
- Ensure no process change affecting a Risk or Compliance-tagged workflow goes live without sign-off from that review.
Data Analysis & Insights
- Perform deep-dive analysis on escalation trends, complaint drivers, SOP staleness, and automation ROI.
- Build and maintain a KPI tree covering SOP coverage, RCA cycle time, escalation reduction, and automation throughput.
- Translate insights into a prioritised, quantified roadmap rather than a running list of observations.
Stakeholder Management & Change Leadership
- Collaborate closely with QA, Ops, WFM, Product, Tech, and Risk & Compliance to keep process ownership clean and non-overlapping.
- Lead adoption tracking, training handoff, and post-launch adherence checks for every process rollout, since a change that isn't adopted isn't a fix.
- Act as the bridge between what leadership expects and what actually happens on the ground, and be direct when the two don't match.
You'll Excel in This Role If You
- Think in root causes, not symptoms, and build systems to prevent problems rather than waiting for them to escalate.
- Are obsessed with data and evidence, and use it to decide what to fix first, not instinct alone.
- Thrive in ambiguity and can bring structure to processes that today only live in people's heads.
- Communicate with precision, equally credible in a Risk and Compliance review and a frontline training session.
- Have a strong bias for action and a track record of shipping fixes, not just documenting problems.
- Can balance systems thinking (governance, frameworks, standards) with hands-on execution (process maps, SOP rewrites, RCA deep dives).
- Are comfortable being the person who challenges the status quo across teams that don't report to you.
You'll Know You're Winning When
Key Success Metrics for the First 6 Months
- A full SOP inventory is live with staleness flags, and the highest-priority SOPs are updated and version-controlled.
- The top 10 escalation themes by volume and cost are diagnosed with root causes identified, and at least two to three structural fixes are shipped.
- The Process Governance Forum and the Risk & Compliance Joint Review are stood up and running on a defined cadence.
- A live, prioritised automation opportunity pipeline exists with quantified impact.
- You've built trust-based working relationships with QA, Ops, Product, Tech, and Risk & Compliance leadership.
Why This Role Matters & What's In It For You
Process is the backbone of trust at CoinDCX. In a high-stakes, regulated, and fast-moving industry like crypto, a process that breaks isn't just a customer experience problem, it's a fraud vector or a compliance finding waiting to happen. This role gives you the mandate to build that backbone from the ground up, with direct visibility into leadership decisions, a formal seat in Risk and Compliance conversations, and the rare opportunity to design how CX processes work as CoinDCX scales, rather than inheriting someone else's system.
What You'll Need
- 6 to 8 years of experience in process excellence, continuous improvement, or operational excellence, preferably within customer experience, contact centre, or BPO environments.
- Working knowledge of structured problem-solving methodologies such as Lean, Six Sigma, or DMAIC.
- Demonstrated track record of owning SOP or knowledge base governance and running root-cause-to-fix cycles, not just producing analysis.
- Strong analytical skills with hands-on experience in Excel, Google Sheets, SQL, or dashboards to interpret complex data.
- Experience building process flow diagrams using tools such as LucidChart, Miro, or Visio.
- Proven ability to drive cross-functional change and secure process adoption from teams that do not report into this role.
- Excellent stakeholder management and communication skills, including comfort presenting to senior leadership, Risk, and Compliance.
- Working familiarity with CRMs like Sprinklr, FreshDesk, ZenDesk, or similar platforms.
Good to Have
- Experience in fintech, crypto, or high-growth startups.
- Prior exposure to AML, KYC, or fraud risk processes in a regulated environment.
- Knowledge of automation, workflows, or RPA-driven process redesign.
- Exposure to tools like SQL, Power BI, or other data visualisation platforms.
Hiring Process
Here's what your journey with us looks like:
- Application Review: We assess for skills, process depth, and intent.
- Recruiter Connect: A short conversation to understand you better.
- Functional Round(s): Deep dive into your approach to process governance, root cause analysis, and stakeholder management [2 rounds]
- Culture & Values Discussion: A conversation about our ways of working and how you thrive best.
Where We Work
We believe the best ideas emerge when people build together. Collaboration, speed, and trust come alive when teams share the same space. With this belief, we operate as a work-from-office organisation. This role is based out of our Mumbai office, with occasional travel for process audits where required.
Perks That Empower You
We believe great people deserve great experiences.
- Design Your Own Benefits: Flexible perks to match your lifestyle.
- Unlimited Wellness Leaves: Rest and recharge as you need.
- Mental Wellness Support: Access to therapy and wellness resources.
- Learning Sessions: Bi-weekly learning and growth opportunities.
Ready to Build What's Next?
If you're looking for a role that gives you the mandate to build a function from scratch, direct ownership of how CoinDCX's CX processes hold up at scale, and a seat in the room where Risk, Product, and Leadership make decisions, this is it. Join CoinDCX and help us make crypto accessible to every Indian, together.
Click on Apply to know more.
