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Operational Excellence Senior Program Lead

Coinbase· CX Operations Excellence
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Hybrid (Remote - USA)$130.9k - $154kFull-timePosted 1mo ago

About the role

Senior program lead responsible for designing, optimizing, and scaling CX workflows, routing, and tooling across Coinbase’s global Customer Experience operations, driving improvements in CSAT, FCR, handle time, and specialist experience.

Responsibilities

  • Own program strategy for broadly scoped CX operations initiatives, translating business problems into structured plans and driving execution from discovery through global rollout while managing trade-offs between time, scope, and cost.
  • Design and optimize end-to-end CX workflows, from contact entry points and routing logic through Specialist handling and resolution, to reduce friction, standardize experiences across sites and vendors, and ensure the right work reaches the right Specialist.
  • Partner with Product, Tooling, WFM, Analytics, and Operations to shape queue design, case allocation rules, channel strategy, and automation/AI use cases that maximize productivity without sacrificing quality.
  • Build and maintain CX standards and governance, including SOPs, playbooks, dashboards, and process excellence frameworks that provide a single source of truth for how workflows and tools operate across regions and partners.
  • Drive change management at scale by crafting communications, enablement plans, and feedback loops that land new workflows, routing strategies, and tools with global teams and ensure continuous improvement.
  • Leverage operational metrics, quality outcomes, CSAT/effort scores, and capacity data to identify opportunity areas, size problems, set targets, and validate whether workflow and tooling changes deliver expected results.

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.

Skills

Required:CX workflow designProgram managementData analysis and experimentationChange managementLeadership across geographies and vendors

Benefits

  • Medical Plan, Dental and Vision Plan with generous employee contributions
  • Health Savings Account with company contributions each pay period
  • Disability and Life Insurance
  • 401(k) plan with company match
  • Wellness Stipend
  • Mobile/Internet Reimbursement
  • Volunteer Time Off
  • Fertility Counseling and Benefits
  • Generous Time off/Leave Policy
  • The option of getting paid in digital currency
Last updated Oct 15, 2026. Interested? Apply on the company site.
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About Coinbase

Buy, sell, and manage cryptocurrencies.

Founded in June of 2012, Coinbase is a digital currency wallet and platform where merchants and consumers can transact with new digital currencies like bitcoin, ethereum, and litecoin. Our vision is to bring more innovation, efficiency, and equality of opportunity to the world by building an open financial system. Our first step on that journey is making digital currency accessible and approachable for everyone. Two principles guide our efforts. First, be the most trusted company in our domain. Second, create user-focused products that are easier and more intuitive to use.

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