Senior CX Operations Excellence Lead

Coinbase, Inc.; Nashville (TN); 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 sites. You will translate 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'll design end-to-end CX processes, collaborate with Product, Tooling, WFM, Analytics, and Operations to shape queue design and automation, and drive scalable

Qualifications

• 7+ years in customer support operations, process excellence, or program management.
• Experience designing end-to-end CX workflows across geographies and vendors.
• Leads cross-functional programs with 4+ stakeholder teams from discovery to impact.
• Strong data/experimentation mindset using analytics to size problems and validate impact.
• Proven ability to produce structured docs and executive recommendations.
• Responsible use of generative AI with human oversight.

Responsibilities

• Own program strategy for broadly scoped CX operations initiatives and drive execution.
• Design and optimize end-to-end CX workflows, routing, and agent handling.
• Partner with Product, WFM, Analytics, and Operations on queue design and automation.
• Build and maintain CX standards, SOPs, dashboards, and governance frameworks.
• Drive change management and enablement plans for new workflows and tools.
• Use metrics to identify opportunities and validate improvements.

Skills

CX operations

Program management

Cross-functional leadership

Analytics mindset

Stakeholder management

Change management

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 measurably improve quality, efficiency, and the Specialist experience across in-house and BPO sites worldwide.

You'll design end-to-end CX processes, collaborate with Product, Tooling, WFM, Analytics, and Operations to shape queue design and automation, and drive scalable