Remote CX Operations Senior 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

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.