Senior Global CX Ops & Programs Lead

Precision Labs; Northern (KY); Hybrid; USD 131,000 - 154,000; Full time

Job summary

Coinbase seeks an Operations Excellence Senior Program Lead to own and optimize CX workflows, routing logic, and agent tooling across global operations. You will design the CX operating system, SOPs, and governance spanning in-house and BPO sites worldwide, improving CSAT, FCR, handle time, and specialist experience.

You’ll partner with Product, Analytics, WFM, and Operations to drive scalable changes from discovery to rollout, with AI-enabled improvements and strong change management.

Qualifications

• 7+ years in customer support operations or program management in multi-geo environments.
• Experience designing end-to-end CX workflows, SOPs, and routing logic.
• Proven ability to lead cross-functional programs with 4+ stakeholder teams.
• Strong data mindset to size problems and validate impact on CSAT/handle time.
• Experience with AI responsibly to improve workflows.

Responsibilities

• Own program strategy for CX operations initiatives and drive global rollout.
• Design and optimize end-to-end CX workflows from entry to resolution to standardize experiences.
• Partner with Product, Tooling, WFM, Analytics, and Operations to shape queue design and automation.
• Build and maintain CX standards, SOPs, dashboards, and governance across regions.
• Drive change management with enablement plans and feedback loops for new workflows.
• Leverage metrics to identify opportunities and validate impact of changes.

Skills

Customer support operations

Process excellence

Program management

Workflow design

Data analytics

Cross-functional leadership

AI governance

Job description

Coinbase seeks an Operations Excellence Senior Program Lead to own and optimize CX workflows, routing logic, and agent tooling across global operations. You will design the CX operating system, SOPs, and governance spanning in-house and BPO sites worldwide, improving CSAT, FCR, handle time, and specialist experience.

You’ll partner with Product, Analytics, WFM, and Operations to drive scalable changes from discovery to rollout, with AI-enabled improvements and strong change management.