Operational Excellence Senior Program Lead

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

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it's a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called "surges." learn more about working at Coinbase.

As an Operations Excellence Senior Program Lead on the CX Operations Excellence team, you'll own and optimize the workflows, routing logic, and agent tooling that power Coinbase's global Customer Experience operation. This team designs the CX operating system, covering end-to-end workflows, SOPs, routing, and tooling across Scaled Operations and Premium and Wealth, directly tied to CSAT, retention, FCR, and handle time. You'll turn ambiguous, multi-year CX goals into a clear portfolio of programs that measurably improve quality, efficiency, and the Specialist experience across in-house and BPO sites worldwide.

What you'll do:

• Own program strategy for broadly scoped CX operations initiatives, translating business problems into structured plans and driving execution from discovery through global rollout while managing trade-offs between time, scope, and cost.
• Design and optimize end-to-end CX workflows, from contact entry points and routing logic through Specialist handling and resolution, to reduce friction, standardize experiences across sites and vendors, and ensure the right work reaches the right Specialist.
• Partner with Product, Tooling, WFM, Analytics, and Operations to shape queue design, case allocation rules, channel strategy, and automation/AI use cases that maximize productivity without sacrificing quality.
• Build and maintain CX standards and governance, including SOPs, playbooks, dashboards, and process excellence frameworks that provide a single source of truth for how workflows and tools operate across regions and partners.
• Drive change management at scale by crafting communications, enablement plans, and feedback loops that land new workflows, routing strategies, and tools with global teams and ensure continuous improvement.
• Leverage operational metrics, quality outcomes, CSAT/effort scores, and capacity data to identify opportunity areas, size problems, set targets, and validate whether workflow and tooling changes deliver expected results.

Required Skills and Experience:

• 7+ years in customer support operations, process excellence, or program management, with a track record designing and scaling CX workflows in multi-product, multi-geo environments.
• Proven experience designing end-to-end workflows, SOPs, and routing logic across multiple teams, geographies, or vendor partners in high-volume operations (case management, contact routing, agent desktops, automation).
• Demonstrated ability to lead cross-functional programs involving 4+ stakeholder teams (Operations, Product, Engineering, Analytics, WFM) from discovery through measurable impact.
• Strong data and experimentation mindset with hands-on experience using analytics to size problems, prioritize opportunities, and validate the impact of workflow changes on metrics like CSAT, recontact rate, and handle time.
• Track record producing structured decision docs, workflow specs, and executive recommendations that drive alignment and action across senior stakeholders.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

*PID: P77123

*Pay Transparency Notice:** *Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).

Annual base salary range (excluding equity and bonus):

$130,900-$154,000 USD

*Equal Opportunity Employer: *Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.