Senior CX Operations Program Lead – Global Excellence

Coinbase

Madison (WI)

Hybrid

USD 131,000 - 154,000

Full time

3 days ago

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Job summary

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

Collaborate with Product, Tooling, WFM, Analytics, and Operations to shape queue design, case allocation, and automation/AI use cases

Qualifications

7+ years in customer support operations, process excellence, or program management.
Experience designing end-to-end CX workflows, SOPs, and routing logic.
Experience leading cross-functional programs with 4+ stakeholder teams.
Strong data and experimentation mindset with analytics to size problems.
Ability to produce structured decision docs and executive recommendations.
Responsible use of generative AI with human oversight.

Responsibilities

Own program strategy for CX operations initiatives and drive execution from discovery through global rollout.
Design end-to-end CX workflows and routing to standardize experiences across sites and vendors.
Partner with Product, Tooling, WFM, Analytics, and Operations to shape queue design and automation.
Build and maintain CX standards, SOPs, dashboards, and governance.
Drive change management with enablement plans and feedback loops across global teams.
Leverage metrics to identify opportunities and validate improvements.