Senior CX Operations Lead: Global Workflows

Coinbase, Inc.; Oklahoma City (OK); On-site; USD 131,000 - 154,000; Full time

Benefits offered by this job

Equity

Bonus eligibility

Medical benefits

Job summary

Coinbase, Inc. is seeking an Operations Excellence Senior Program Lead to own and optimize CX workflows, routing, and agent tooling across global operations.

You will translate multi-year CX goals into a clear portfolio of programs that improve quality, efficiency, and the Specialist experience across sites and vendors. You will collaborate with Product, Tooling, WFM, Analytics, and Operations to shape queue design, routing rules, and automation use cases, while building governance, SOPs,

Qualifications

• 7+ years in customer support operations, process excellence, or program management, with a track record designing and scaling CX workflows in multi-product, multi-geo environments.
• Proven experience designing end-to-end workflows, SOPs, and routing logic across multiple teams, geographies, or vendor partners in high-volume operations (case management, contact routing, agent desktops, automation).
• Demonstrated ability to lead cross-functional programs involving 4+ stakeholder teams (Operations, Product, Engineering, Analytics, WFM) from discovery through measurable impact.
• Strong data and experimentation mindset with hands-on experience using analytics to size problems, prioritize opportunities, and validate the impact of workflow changes on metrics like CSAT, recontact rate, and handle time.
• Track record producing structured decision docs, workflow specs, and executive recommendations that drive alignment and action across senior stakeholders.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Responsibilities

• Own program strategy for broadly scoped CX operations initiatives, translating business problems into structured plans and driving execution from discovery through global rollout while managing trade-offs between time, scope, and cost.
• Design and optimize end-to-end CX workflows, from contact entry points and routing logic through Specialist handling and resolution, to reduce friction, standardize experiences across sites and vendors, and ensure the right work reaches the right Specialist.
• Partner with Product, Tooling, WFM, Analytics, and Operations to shape queue design, case allocation rules, channel strategy, and automation/AI use cases that maximize productivity without sacrificing quality.
• Build and maintain CX standards and governance, including SOPs, playbooks, dashboards, and process excellence frameworks that provide a single source of truth for how workflows and tools operate across regions and partners.
• Drive change management at scale by crafting communications, enablement plans, and feedback loops that land new workflows, routing strategies, and tools with global teams and ensure continuous improvement.
• Leverage operational metrics, quality outcomes, CSAT/effort scores, and capacity data to identify opportunity areas, size problems, set targets, and validate whether workflow and tooling changes deliver expected results.

Skills

Program management

CX operations

Workflow design

Cross-functional leadership

Data analytics

AI/automation awareness

Job description

Coinbase, Inc. is seeking an Operations Excellence Senior Program Lead to own and optimize CX workflows, routing, and agent tooling across global operations.

You will translate multi-year CX goals into a clear portfolio of programs that improve quality, efficiency, and the Specialist experience across sites and vendors. You will collaborate with Product, Tooling, WFM, Analytics, and Operations to shape queue design, routing rules, and automation use cases, while building governance, SOPs,