Remote Senior CX Operations & Process Excellence Lead

The Token Playbook; Northern (KY); Hybrid; USD 131,000 - 154,000; Full time

Job summary

Coinbase Prime is seeking an Operations Excellence Senior Program Lead to own and optimize workflows, routing, and agent tooling across global Customer Experience. You will translate multi-year CX goals into a clear program portfolio that improves quality, efficiency, and the Specialist experience across in-house and partner sites.

You'll collaborate with Product, Engineering, Analytics, and WFM to design queue strategies, measure impact with CSAT and handle time, and drive change management at

Qualifications

• 7+ years in customer support operations, process excellence, or program management.
• Experience designing end-to-end CX workflows and routing logic.
• Strong collaboration with product, engineering, analytics, and operations teams.

Responsibilities

• Own program strategy for broadly scoped CX operations initiatives and drive execution from discovery through global rollout.
• Design and optimize end-to-end CX workflows and routing logic to standardize experiences across sites and vendors.
• Partner with Product, Tooling, WFM, Analytics, and Ops to shape queue design and automation use cases.
• Build CX standards, SOPs, dashboards, and governance across regions and partners.

Skills

Customer support operations

Process excellence

Program management

Cross-functional leadership

Data analysis

Experimentation

Job description

Coinbase Prime is seeking an Operations Excellence Senior Program Lead to own and optimize workflows, routing, and agent tooling across global Customer Experience. You will translate multi-year CX goals into a clear program portfolio that improves quality, efficiency, and the Specialist experience across in-house and partner sites.

You'll collaborate with Product, Engineering, Analytics, and WFM to design queue strategies, measure impact with CSAT and handle time, and drive change management at