Global CX Operations & Excellence Lead

Coinbase, Inc.; Carson City (NV); Remote; USD 131,000 - 154,000; Full time

Benefits offered by this job

Equity

Bonus eligibility

Medical, dental, vision

Job summary

Coinbase, Inc. is seeking an Operations Excellence Senior Program Lead to own and optimize CX workflows, routing, and agent tooling for Coinbase's global Customer Experience operation.

You will translate multi-year CX goals into a clear portfolio of programs, delivering measurable improvements in quality, efficiency, and the Specialist experience. You will design end-to-end CX workflows, collaborate with product, analytics, and operations teams, and drive change management at scale across

Qualifications

• 7+ years in customer support operations, process excellence, or program management.
• Experience designing end-to-end CX workflows, SOPs, and routing across teams or vendors.
• Ability to lead 4+ stakeholder teams from discovery to measurable impact and drive improvements.

Responsibilities

• Own program strategy for broadly scoped CX initiatives, translating problems into plans and driving global rollout.
• Design end-to-end CX workflows from entry to resolution, standardizing experiences across sites and partners.
• Partner with Product, Tooling, WFM, Analytics, and Operations to optimize queues, routing, and automation.
• Build CX standards, SOPs, dashboards, and governance for global consistency.
• Lead change management with enablement plans and feedback loops across regions.
• Use metrics to size problems, set targets, and validate impact of changes.

Skills

Program management

Cross-functional leadership

Data analytics

Workflow design

Change management

Job description

Coinbase, Inc. is seeking an Operations Excellence Senior Program Lead to own and optimize CX workflows, routing, and agent tooling for Coinbase's global Customer Experience operation.

You will translate multi-year CX goals into a clear portfolio of programs, delivering measurable improvements in quality, efficiency, and the Specialist experience. You will design end-to-end CX workflows, collaborate with product, analytics, and operations teams, and drive change management at scale across