Remote Senior Program Lead - CX Operations Excellence

Coinbase, Inc.; Jefferson City (MO); Hybrid; USD 131,000 - 154,000; Full time

Benefits offered by this job

Equity

Bonus eligibility

Medical coverage

Dental coverage

Vision coverage

401(k)

Job summary

Coinbase, a remote-first company, is seeking an Operations Excellence Senior Program Lead to own and optimize CX workflows, routing, and agent tooling across global sites. You will design scalable processes, SOPs, dashboards, and governance to improve CSAT, handle time, and efficiency.

You will partner with Product, Analytics, WFM, and Operations to shape queue design, case allocation, and automation, ensuring a consistent experience across regions and partners.

Qualifications

• 7+ years in customer support operations, process excellence, or program management.
• Experience designing end-to-end workflows, SOPs, and routing logic across multiple teams, geographies, or vendor partners.
• 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, workflow specs, and executive recommendations.
• Uses generative AI responsibly with human oversight to improve workflow efficiency.

Responsibilities

• Own program strategy for CX operations initiatives and drive end-to-end rollout, balancing time, scope, and cost.
• Design and optimize end-to-end CX workflows, routing, and agent handling to reduce friction.
• Collaborate with Product, Tooling, WFM, Analytics, and Operations on queue design and automation.
• Build CX standards, SOPs, dashboards, and governance across regions and partners.
• Lead change management with enablement plans and feedback loops for global teams.
• Use metrics to identify opportunities, size problems, and validate impact of changes.

Skills

CX operations

Workflow design

Cross-functional leadership

Data analytics

Program management

AI/ML in operations

Job description

Coinbase, a remote-first company, is seeking an Operations Excellence Senior Program Lead to own and optimize CX workflows, routing, and agent tooling across global sites. You will design scalable processes, SOPs, dashboards, and governance to improve CSAT, handle time, and efficiency.

You will partner with Product, Analytics, WFM, and Operations to shape queue design, case allocation, and automation, ensuring a consistent experience across regions and partners.