Global CX Excellence Lead: Strategy to Execution

Coinbase, Inc.; Jackson (MS); Remote; USD 131,000 - 154,000; Full time

Job summary

Coinbase is seeking an Operations Excellence Senior Program Lead on the CX Operations Excellence team to own and optimize the workflows, routing logic, and agent tooling that power Coinbase's global Customer Experience operation.

This role turns ambiguous, multi-year CX goals into a clear portfolio of programs that measurably improve quality, efficiency, and the Specialist experience across in-house and BPO sites worldwide.

Qualifications

• 7+ years in customer support operations or program management.
• Experience designing end-to-end CX workflows and routing logic.
• Ability to lead 4+ stakeholder teams across regions and partners.
• Strong data mindset with analytics to size problems and validate impact.
• Experience creating decision docs and executive recommendations.
• Responsible use of generative AI with human oversight.

Responsibilities

• Own program strategy for broad CX initiatives and manage trade-offs.
• Design end-to-end CX workflows and routing to reduce friction.
• Partner to shape queue design, rules, and automation use cases.
• Build and maintain CX standards, SOPs, dashboards, governance.
• Drive change management at scale with enablement plans and feedback loops.
• Use metrics to identify opportunities and validate improvements.

Skills

CX workflow design

Cross-functional leadership

Data-driven decision making

Program management

Change management

AI in operations

Job description

Coinbase is seeking an Operations Excellence Senior Program Lead on the CX Operations Excellence team to own and optimize the workflows, routing logic, and agent tooling that power Coinbase's global Customer Experience operation.

This role turns ambiguous, multi-year CX goals into a clear portfolio of programs that measurably improve quality, efficiency, and the Specialist experience across in-house and BPO sites worldwide.