Global CX Ops & Workflow Excellence Lead (Remote-First)

Coinbase; Richmond (VA); Hybrid; USD 131,000 - 154,000; Full time

Job summary

Coinbase is seeking an Operations Excellence Senior Program Lead to own and optimize CX workflows, routing, and agent tooling across our global Customer Experience operation. This role drives end-to-end improvements tied to CSAT, handle time, and cost, partnering with Product, Analytics, WFM, and Ops.

You will translate multi-year CX goals into a portfolio of programs, deliver measurable impact, and lead change management at scale across in-house and partner sites worldwide.

Qualifications

• 7+ years in customer support operations or program management.
• Experience designing end-to-end CX workflows across geographies.
• Leads cross-functional programs with multiple stakeholder teams.
• Ability to use analytics to size problems and prioritize opportunities.
• Experience with AI in operations with human oversight.
• Strong documentation and executive communication skills.

Responsibilities

• Own program strategy for CX operations initiatives.
• Design and optimize end-to-end CX workflows.
• Partner with Product, Tooling, WFM, Analytics, and Ops to shape queue design and routing.
• Build CX standards, SOPs, dashboards, and governance.
• Drive change management and enablement across global teams.
• Use operational metrics to identify opportunities and validate results.

Skills

Program management

CX workflow design

Cross-functional leadership

Data analytics

Change management

AI governance

Job description

Coinbase is seeking an Operations Excellence Senior Program Lead to own and optimize CX workflows, routing, and agent tooling across our global Customer Experience operation. This role drives end-to-end improvements tied to CSAT, handle time, and cost, partnering with Product, Analytics, WFM, and Ops.

You will translate multi-year CX goals into a portfolio of programs, deliver measurable impact, and lead change management at scale across in-house and partner sites worldwide.