Senior CX Operations Excellence Lead

Coinbase, Inc.; Hartford (CT); Remote; USD 131,000 - 154,000; Full time

Benefits offered by this job

Equity

Bonus eligibility

Medical benefits

Dental

Vision

401(k)

Job summary

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

You will partner with Product, Engineering, Analytics, and WFM to shape queue design, channel strategy, and automation use cases, driving global rollout and

Qualifications

• 7+ years in customer support operations, process excellence, or program management.
• Experience designing end-to-end CX workflows, SOPs, and routing logic.
• Ability to lead cross-functional programs involving 4+ stakeholder teams.
• Strong data and experimentation mindset with analytics to size problems and measure impact.
• Proven experience producing structured decision docs and executive recommendations.
• Experience using generative AI responsibly with human oversight.

Responsibilities

• Own program strategy for broadly scoped CX operations initiatives from discovery to global rollout.
• Design and optimize end-to-end CX workflows, routing, and agent handling.
• Collaborate with Product, Tooling, WFM, Analytics, and Operations to optimize queues and automation.
• Build and maintain CX standards, SOPs, dashboards, and governance.
• Lead change management with communications and enablement plans across global teams.
• Use metrics to identify opportunities and validate improvements.

Skills

CX Operations

Workflow Design

Cross-functional Leadership

Data Analytics

Program Management

AI Governance

Job description

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

You will partner with Product, Engineering, Analytics, and WFM to shape queue design, channel strategy, and automation use cases, driving global rollout and