Senior CX Operations & Excellence Lead

Coinbase; United States; Hybrid; USD 131,000 - 154,000; Full time

Benefits offered by this job

Equity

Bonus eligibility

Medical benefits

Dental benefits

Vision benefits

401(k)

Job summary

Coinbase is seeking an experienced Operations Excellence Senior Program Lead to optimize CX workflows, routing, and agent tooling across global sites. You’ll translate ambitious CX goals into structured programs with measurable impact on CSAT, FCR, and handle time.

Join a remote-first company that values deep data, cross-functional collaboration, and scalable change management as you shape the CX operating system across regions and partners.

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 with 4+ stakeholder teams.
• Strong data mindset to size problems and validate impact on CSAT and handle time.
• Experience producing structured decision docs and executive recommendations.

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, routing logic, and agent handling to reduce friction.
• Partner with Product, Tooling, WFM, Analytics, and Operations to shape queue design and automation use cases.
• Build and maintain CX standards, SOPs, dashboards, and governance across regions and partners.
• Drive change management with enablement plans and feedback loops for new workflows and tools.
• Leverage metrics to identify opportunities, size problems, set targets, and validate impact.
• Utilize generative AI responsibly to improve workflow efficiency with human oversight.
• PID: P77123
• Pay Transparency Notice: Base salary varies by location.

Skills

CX operations

Program management

Cross-functional leadership

Data analytics

AI tooling

Job description

Coinbase is seeking an experienced Operations Excellence Senior Program Lead to optimize CX workflows, routing, and agent tooling across global sites. You’ll translate ambitious CX goals into structured programs with measurable impact on CSAT, FCR, and handle time.

Join a remote-first company that values deep data, cross-functional collaboration, and scalable change management as you shape the CX operating system across regions and partners.