Global CX Operations Excellence Lead

Coinbase, Inc.; City of Albany (NY); Hybrid; USD 131,000 - 154,000; Full time

Job summary

Coinbase, Inc. seeks an Operations Excellence Senior Program Lead for the CX Operations Excellence team. You will own and optimize customer experience workflows, routing logic, and agent tooling across global sites to improve CSAT, handle time, and efficiency.

Join a cross-functional role partnering with Product, Tooling, WFM, Analytics, and Operations to shape queue design, standardize experiences, and lead programs from discovery to global rollout.

Qualifications

• 7+ years in customer support operations, process excellence, or program management.
• Experience designing end-to-end CX workflows and routing logic across multiple teams/geographies.
• Strong data mindset and ability to size problems and validate impact with analytics.

Responsibilities

• Own program strategy for broadly scoped CX operations initiatives from discovery to global rollout.
• Design and optimize end-to-end CX workflows, routing, and agent tooling across sites and vendors.
• Partner with Product, Tooling, WFM, Analytics, and Operations to shape queue design and automation use cases.
• Build and maintain CX standards, governance, SOPs, dashboards, and playbooks.
• Drive change management with enablement plans and stakeholder communications.
• Use metrics to identify opportunities, size problems, and validate improvements.

Skills

CX operations

Process excellence

Program management

Cross-functional leadership

Data analytics

AI usage

Tools

Analytics tools

Job description

Coinbase, Inc. seeks an Operations Excellence Senior Program Lead for the CX Operations Excellence team. You will own and optimize customer experience workflows, routing logic, and agent tooling across global sites to improve CSAT, handle time, and efficiency.

Join a cross-functional role partnering with Product, Tooling, WFM, Analytics, and Operations to shape queue design, standardize experiences, and lead programs from discovery to global rollout.