Senior Global CX Operations Excellence Lead

Coinbase; Atlanta (GA); Hybrid; USD 131,000 - 154,000; Full time

Job summary

Coinbase is seeking an experienced 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 ambitious CX goals into a clear portfolio of programs, driving impact across in-house and partner sites worldwide.

You will collaborate with product, tooling, analytics, and operations to shape routing strategies and automation while maintaining governance and a focus on CSAT, handle time,

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 CX initiatives and drive execution from discovery to global rollout.
• Design end-to-end CX workflows, routing, and agent tooling to standardize experiences across sites.
• Collaborate with Product, Tooling, WFM, Analytics, and Operations to optimize queue design and automation use cases.
• Develop SOPs, playbooks, dashboards, and governance for global consistency.
• Lead change management with enablement plans and feedback loops across teams.
• Use operational metrics to size problems, set targets, and validate improvements.

Skills

CX workflow design

Cross-functional leadership

Data analysis

Operations excellence

Program management

AI governance

Job description

Coinbase is seeking an experienced 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 ambitious CX goals into a clear portfolio of programs, driving impact across in-house and partner sites worldwide.

You will collaborate with product, tooling, analytics, and operations to shape routing strategies and automation while maintaining governance and a focus on CSAT, handle time,