Operational Excellence Senior Program Lead

Coinbase
United States
Workplace: RemoteFull timeUSD 130,900 - 154,000 annuallyFunction: Administration & Executive AssistanceSkills: ["Data-driven thinking","Cross-functional leadership","Experimentation","Change management","Executive communication"]

Own and optimize CX operations initiatives on the CX Operations Excellence team, translating ambiguous multi-year goals into a measurable global program portfolio. Design and improve end-to-end workflows, routing logic, and specialist handling across in-house and BPO sites. Partner with Product, Tooling, WFM, Analytics, and Operations to shape queue design and automation/AI use cases, while building SOPs, governance, and change-management mechanisms driven by operational metrics.

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FursaFursa
Coinbase
Coinbase
15 hours ago

Operational Excellence Senior Program Lead

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Last checked: 1 hour agoStatus: Live

Job Summary

Own and optimize CX operations initiatives on the CX Operations Excellence team, translating ambiguous multi-year goals into a measurable global program portfolio. Design and improve end-to-end workflows, routing logic, and specialist handling across in-house and BPO sites. Partner with Product, Tooling, WFM, Analytics, and Operations to shape queue design and automation/AI use cases, while building SOPs, governance, and change-management mechanisms driven by operational metrics.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance

Key Responsibilities

  • •Own program strategy for broadly scoped CX operations initiatives, translating business problems into structured plans and driving execution through global rollout.
  • •Design and optimize end-to-end CX workflows, including contact entry points, routing logic, specialist handling, and resolution to reduce friction and standardize experiences.
  • •Partner with Product, Tooling, WFM, Analytics, and Operations on queue design, case allocation rules, channel strategy, and automation/AI use cases to maximize productivity with quality.
  • •Build and maintain CX standards and governance, including SOPs, playbooks, dashboards, and process excellence frameworks for consistent operations across regions and partners.
  • •Drive large-scale change management with communications, enablement plans, feedback loops, and continuous improvement based on operational metrics and quality outcomes.

Pay and Benefits

Salary: USD 130,900 - 154,000 annually
Equity and Bonus:Equity
Perks:MedicalDentalVision401k

Key Requirements

  • •7+ years in customer support operations, process excellence, or program management, designing and scaling CX workflows in multi-product, multi-geo environments.
  • •Experience designing end-to-end workflows, SOPs, and routing logic across teams, geographies, or vendor partners in high-volume operations.
  • •Proven ability to lead cross-functional programs across 4+ stakeholder teams from discovery through measurable impact.
  • •Strong data and experimentation mindset using analytics to size problems, prioritize opportunities, and validate metric impact (e.g., CSAT, recontact rate, handle time).
  • •Track record producing structured decision docs, workflow specs, and executive recommendations; uses generative AI responsibly with human oversight.
Experience:Customer support operationsProcess excellenceCX operationsBPO
Skills:Data-driven thinkingCross-functional leadershipExperimentationChange managementExecutive communication
Tech Stack:Generative AIAI

Company Brief

Coinbase
Operates a cryptocurrency exchange and financial services platform that enables buying, selling, storing, and earning crypto assets, institutional trading, custody, and developer tools for blockchain applications.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2012
WebsiteLinkedIn