Global CX Programs Lead – Remote

Coinbase; Boston (MA); 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 logic, and agent tooling for a global customer experience operation. You will translate ambitious CX goals into a clear portfolio of programs that improve quality, efficiency, and specialist experience across in-house and BPO sites worldwide.

You will partner with Product, WFM, Analytics, and Operations to design end-to-end workflows, governance, and change management at scale, leveraging

Qualifications

• 7+ years in customer support ops, process excellence, or program management.
• Experience designing end-to-end workflows, SOPs, and routing logic across teams/geographies.
• Ability to lead cross-functional programs with 4+ stakeholder teams (Operations, Product, Engineering, Analytics, WFM).
• Strong data/experimentation mindset; use analytics to size problems and validate impact on CSAT, handling time.
• Experience producing structured decision docs and executive recommendations.
• Uses generative AI responsibly with human oversight.

Responsibilities

• Own program strategy for CX initiatives, translating problems into plans and executing globally.
• Design and optimize end-to-end CX workflows, routing, andagent handling across sites and vendors.
• Partner with Product, Tooling, WFM, Analytics, and Operations to shape queues and automation use cases.
• Build and maintain CX standards, SOPs, dashboards, and governance across regions and partners.
• Drive change management and enablement plans to roll out new workflows and tools globally.
• Leverage metrics to identify opportunities, size problems, set targets, and validate impact.

Skills

CX workflows design

Cross-functional leadership

Data analytics

Program management

Operational excellence

AI governance

Job description

Coinbase is seeking an Operations Excellence Senior Program Lead to own and optimize CX workflows, routing logic, and agent tooling for a global customer experience operation. You will translate ambitious CX goals into a clear portfolio of programs that improve quality, efficiency, and specialist experience across in-house and BPO sites worldwide.

You will partner with Product, WFM, Analytics, and Operations to design end-to-end workflows, governance, and change management at scale, leveraging