Global CX Operations Excellence Lead

Coinbase, Inc.; Cheyenne (WY); Remote; USD 131,000 - 154,000; Full time

Benefits offered by this job

Equity and bonus eligibility

Medical, dental, vision

401(k)

Job summary

Coinbase, Inc. is seeking an Operations Excellence Senior Program Lead for its CX Operations Excellence team. You will own and optimize workflows, routing logic, and agent tooling across global CX operations.

Lead cross-functional programs spanning Product, Engineering, Analytics, and WFM to drive quality, efficiency, and agent experience. You will shape end-to-end CX workflows, governance, and playbooks, with a focus on scalable, data-driven improvements.

Qualifications

• 7+ years in customer support operations, process excellence, or program management.
• Experience designing end-to-end workflows, SOPs, and routing across multiple teams/geographies/vendors.
• Track record of leading cross-functional programs with 4+ stakeholder teams.
• Strong data and experimentation mindset with analytics to size problems and validate impact.
• Ability to produce structured decision docs, workflow specs, and executive recommendations.
• Ability to use generative AI responsibly with human oversight.

Responsibilities

• Own program strategy for CX operations initiatives from discovery to global rollout.
• Design and optimize end-to-end CX workflows, routing, and agent handling across sites.
• Partner with Product, Tooling, WFM, Analytics, and Operations on queue design and automation.
• Build and maintain CX standards, governance, SOPs, dashboards, and playbooks.
• Drive change management with enablement plans and feedback loops for global teams.
• Use metrics to identify opportunities, size problems, and validate workflow changes.

Skills

CX workflows design

Program management

Cross-functional leadership

Data analytics

AI governance

SOPs & routing

Vendor collaboration

Job description

Coinbase, Inc. is seeking an Operations Excellence Senior Program Lead for its CX Operations Excellence team. You will own and optimize workflows, routing logic, and agent tooling across global CX operations.

Lead cross-functional programs spanning Product, Engineering, Analytics, and WFM to drive quality, efficiency, and agent experience. You will shape end-to-end CX workflows, governance, and playbooks, with a focus on scalable, data-driven improvements.