Remote-First Senior CX Programs Lead

Jackalope Digital LLC; 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 sites. You will translate multi-year CX goals into a clear portfolio of programs that improve quality, efficiency, and specialist experience across in-house and partner sites.

In this role you will collaborate with Product, Engineering, Analytics, and WFM to design scalable processes, governance, and change management—empowering teams worldwide while

Qualifications

• 7+ years in customer support operations, process excellence, or program management.
• Experience designing end-to-end CX workflows, SOPs, and routing logic across multiple geographies.
• Demonstrated ability to lead cross-functional programs involving 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.
• Utilizes generative AI with human oversight to improve workflow efficiency.

Responsibilities

• Own program strategy for CX operations initiatives and drive global rollout.
• Design end-to-end CX workflows from entry to resolution to standardize experiences.
• Partner with Product, Tooling, WFM, Analytics, and Operations on queue design and automation.
• Build CX standards, SOPs, dashboards, and governance across regions.
• Drive change management with enablement plans and feedback loops.
• Use metrics to identify opportunities and validate improvements.

Skills

CX workflows

SOP design

Routing logic

Cross-functional leadership

Data analytics

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 sites. You will translate multi-year CX goals into a clear portfolio of programs that improve quality, efficiency, and specialist experience across in-house and partner sites.

In this role you will collaborate with Product, Engineering, Analytics, and WFM to design scalable processes, governance, and change management—empowering teams worldwide while