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 organization: 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 rolloutRoot Cause Analysis &
Structural Fixes

* Analyze 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, causesProcess 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 prioritize automation opportunities, building the business
case in partnership with Tech and Engineering, who own build and deploymentRisk
& 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 reviewData 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 prioritized, quantified roadmap rather than a
running list of observationsStakeholder 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, prioritized 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
center, 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
platformsGood 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 visualization 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 [1-3 rounds]
* Assignment / Simulation Round: A take-home or live exercise to see how you
think through real CX process scenarios [Optional]
* 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 Perks: 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.

📌 Senior Manager/ Manager - Process Excellence (Mumbai)
🏢 Customer Experience
📍 Mumbai