Remote CX Operations Senior Program Lead

Coinbase, Inc.; Bismarck (ND); 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 Customer Experience operations. You will turn 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.

You will design and optimize end-to-end CX workflows, partner with Product, Tooling, WFM, Analytics, and Operations, and build governance with

Qualifications

• 7+ years in customer support operations, process excellence, or program management.
• Experience designing and scaling CX workflows in multi-product, multi-geo environments.
• Ability to lead cross-functional programs involving multiple stakeholder teams.

Responsibilities

• Own program strategy for broadly scoped CX operations initiatives and drive execution globally.
• Design end-to-end CX workflows, routing logic, and agent handling to standardize experiences across sites.

Skills

CX operations

Program management

Workflow design

Cross-functional leadership

Data-driven

AI/workflows

Job description

Coinbase is seeking an Operations Excellence Senior Program Lead to own and optimize CX workflows, routing, and agent tooling across global Customer Experience operations. You will turn 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.

You will design and optimize end-to-end CX workflows, partner with Product, Tooling, WFM, Analytics, and Operations, and build governance with