Senior CX Operations & Process Excellence Lead

Coinbase, Inc.; Columbus (OH); 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 logic, and agent tooling for a global Customer Experience operation. You will translate multi-year CX goals into a clear portfolio of programs that improve quality, efficiency, and the Specialist experience across in-house and BPO sites.

You will collaborate with Product, Analytics, and WFM to design queue strategies and automation, and you will drive change management at scale with global

Qualifications

• 7+ years in customer support operations, process excellence, or program management in multi-product, multi-geo environments.
• Proven experience designing end-to-end workflows, SOPs, and routing logic across multiple teams, geographies, or vendor partners.
• Lead cross-functional programs involving 4+ stakeholder teams from discovery through measurable impact.
• Strong data and experimentation mindset; use analytics to size problems and validate workflow changes on CSAT, recontact rate, and handle time.
• Track record producing structured decision docs, workflow specs, and executive recommendations.
• Uses generative AI with human oversight to improve workflow efficiency, cost, and quality.

Responsibilities

• Own program strategy for CX operations initiatives from discovery to global rollout, balancing time, scope, and cost.
• Design and optimize end-to-end CX workflows from entry to resolution, standardizing experiences across sites and vendors.
• Partner with Product, Tooling, WFM, Analytics, and Operations to shape queue design and automation/AI use cases.
• Build and maintain CX standards, SOPs, playbooks, dashboards, and governance across regions and partners.
• Drive change management with communications, enablement plans, and feedback loops for new workflows and tools.
• Use metrics to identify opportunities, size problems, set targets, and validate impact of changes.

Skills

CX operations

Process optimization

Stakeholder management

Data analytics

AI governance

Job description

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

You will collaborate with Product, Analytics, and WFM to design queue strategies and automation, and you will drive change management at scale with global