Remote CX Operations Excellence Lead

Coinbase, Inc.; Frankfort (KY); Remote; 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 global operations. You will translate ambitious CX goals into executable programs that improve quality, efficiency, and specialist experience across sites worldwide.

Join a remote-first, globally distributed team with quarterly in-person surges. You’ll lead cross-functional programs, partner with product and analytics, and drive measurable improvements in CSAT,

Qualifications

• 7+ years in customer support operations, process excellence, or program management.
• Experience designing end-to-end CX workflows, SOPs, and routing logic.
• Ability to lead cross-functional programs with 4+ stakeholder teams.
• Strong data and experimentation mindset with analytics to size problems and validate impact.
• Track record producing structured decision docs and executive recommendations.
• Ability to use generative AI responsibly with human oversight.

Responsibilities

• Own program strategy for broadly scoped CX initiatives and drive execution from discovery through global rollout.
• Design and optimize end-to-end CX workflows, routing, and agent tooling to reduce friction and standardize experiences.
• Partner with Product, Tooling, WFM, Analytics, and Operations to shape queue design and automation use cases.
• Build and maintain CX standards, SOPs, dashboards, and governance across regions and partners.
• Drive change management with enablement plans and feedback loops for new workflows and tools.
• Leverage metrics to identify opportunities, size problems, and validate impact on CSAT, handle time, and efficiency.

Skills

CX workflow design

Cross-functional leadership

Data analysis & experimentation

Program management

AI in operations

Job description

Coinbase is seeking an Operations Excellence Senior Program Lead to own and optimize CX workflows, routing, and agent tooling across global operations. You will translate ambitious CX goals into executable programs that improve quality, efficiency, and specialist experience across sites worldwide.

Join a remote-first, globally distributed team with quarterly in-person surges. You’ll lead cross-functional programs, partner with product and analytics, and drive measurable improvements in CSAT,