Senior Global CX Operations Excellence Lead

Coinbase; Providence (RI); Hybrid; 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 multi-year CX goals into a clear portfolio of programs that improve quality, efficiency, and the specialist experience.

You will partner with Product, WFM, Analytics, and Operations to design scalable queue design, routing, and automation while maintaining governance and playbooks.

Qualifications

• 7+ years in customer support operations, process excellence, or program management.
• Experience designing end-to-end CX workflows, SOPs, and routing logic across multiple teams, geographies, or vendor partners.
• Demonstrated ability to lead cross-functional programs involving 4+ stakeholder teams (Operations, Product, Engineering, Analytics, WFM).
• Strong data and experimentation mindset with analytics to size problems and measure impact.
• Track record producing structured decision docs, workflow specs, and executive recommendations.
• Utilizes generative AI responsibly, maintaining human oversight to deliver outputs.

Responsibilities

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

Skills

CX workflow design

Cross-functional program leadership

Data analysis

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 multi-year CX goals into a clear portfolio of programs that improve quality, efficiency, and the specialist experience.

You will partner with Product, WFM, Analytics, and Operations to design scalable queue design, routing, and automation while maintaining governance and playbooks.