Senior CX Operations Program Lead

Coinbase, Inc.; Salt Lake City (UT); 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 across global sites. You will translate ambiguous CX goals into a clear program portfolio that improves quality, efficiency, and the Specialist experience across in-house and partner sites worldwide.

Your work will span designing end-to-end CX processes, partnering with Product, Engineering, Analytics, and WFM to shape queue design and automation.

Qualifications

• 7+ years in customer support operations or program management.
• Experience designing end-to-end CX workflows and routing logic.
• Ability to lead multi-stakeholder programs across regions and partners.
• Strong data mindset with analytics to size problems and validate impact.
• Experience creating structured docs and executive recommendations.
• Responsible use of generative AI with human oversight.

Responsibilities

• Own program strategy for CX operations initiatives and drive end-to-end rollout.
• Design end-to-end CX workflows and routing to standardize experiences.
• Collaborate with Product, Tooling, WFM, Analytics, and Ops to optimize queues and automation.
• Build CX standards, SOPs, dashboards, and governance across regions.
• Lead change management and enablement for new workflows and tools.
• Use metrics to identify opportunities and validate improvements.

Skills

CX operations

Program management

Workflow design

Cross-functional leadership

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 across global sites. You will translate ambiguous CX goals into a clear program portfolio that improves quality, efficiency, and the Specialist experience across in-house and partner sites worldwide.

Your work will span designing end-to-end CX processes, partnering with Product, Engineering, Analytics, and WFM to shape queue design and automation.