Operational Excellence Senior Program Lead

Coinbase; Saint Paul (MN); Hybrid; USD 131,000 - 154,000; Full time

Benefits offered by this job

Medical insurance

Dental/Vision coverage

401(k)

Equity and bonuses

Job summary

Coinbase is seeking an experienced Operations Excellence Senior Program Lead to own and optimize CX workflows, routing, and agent tooling across our global operation. You will design the CX operating system and drive multi-year programs from discovery through global rollout.

Collaborate with Product, Tooling, WFM, Analytics, and Operations to shape queue design, routing rules, and AI use cases that boost productivity without sacrificing quality.

Qualifications

• 7+ years in customer support operations, process excellence, or program management.
• Experience designing end-to-end CX workflows and routing logic across teams or geographies.
• Led cross-functional programs involving multiple stakeholders from discovery to impact.
• Strong data mindset with ability to size problems and validate workflow changes.
• Experience with automation/AI use cases in CX or operations.
• Proven ability to produce structured decision docs and executive briefs.

Responsibilities

• Own program strategy for large-scale CX initiatives and drive execution end-to-end.
• Design and optimize end-to-end CX workflows and routing to reduce friction.
• Partner with Product, Tooling, WFM, Analytics, and Ops on queue design and automation.
• Build CX standards, governance, dashboards, and playbooks across regions.
• Lead change management with enablement plans and global rollout.
• Use metrics to identify opportunities and validate impact of changes.

Skills

Program management

CX workflows design

Cross-functional leadership

Data analytics

Generative AI

Stakeholder management

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

• *Application Limit: *Candidates may submit a maximum of 3 applications within a 6-month period.

• *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.

• *US Applicants: *View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.

• *Accommodations: *If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.

• *Data Privacy & Arbitration: *By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.