Remote CX Operations Excellence Lead

Coinbase; Northern (KY); 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 global operations. You will turn ambitious CX goals into a clear portfolio of programs that improve quality, efficiency, and the Specialist experience across sites worldwide.

You will collaborate with Product, Analytics, and WFM to shape queue design and automation, drive governance, and deliver measurable improvements in CSAT, handle time, and recontact rates.

Qualifications

• 7+ years in customer support operations or program management.
• Proven ability to design end-to-end CX workflows and routing logic.
• Experience leading 4+ stakeholder teams across locations.
• Strong data mindset with analytics to size problems and validate impact.
• Experience with structured decision docs and executive recommendations.
• Responsible use of generative AI with human oversight.

Responsibilities

• Own program strategy for CX operations initiatives and drive execution.
• Design and optimize end-to-end CX workflows and routing.
• Partner with Product, Tooling, WFM, Analytics, and Operations on queue design and automation.
• Build and maintain CX standards, SOPs, dashboards, governance.
• Drive change management with enablement plans and feedback loops.
• Leverage metrics to identify opportunities and validate improvements.

Skills

CX workflows

Program management

Cross-functional

Data analytics

AI governance

Stakeholder mgmt

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 turn ambitious CX goals into a clear portfolio of programs that improve quality, efficiency, and the Specialist experience across sites worldwide.

You will collaborate with Product, Analytics, and WFM to shape queue design and automation, drive governance, and deliver measurable improvements in CSAT, handle time, and recontact rates.