Operational Excellence Senior Program Lead

As an Operational Excellence Senior Program Lead on the CX Operations Excellence team at Coinbase, you own and optimize the workflows, routing logic, and agent tooling that power Coinbase's global Customer Experience operation. You translate ambiguous, multi-year CX goals into a clear portfolio of programs that measurably improve quality, efficiency, and the Specialist experience across in-house and BPO sites worldwide.

What you'll do

• 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.

What you bring

• 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 such as case management, contact routing, agent desktops, and automation.
• Demonstrated ability to lead cross-functional programs involving 4+ stakeholder teams (Operations, Product, Engineering, Analytics, WFM) from discovery through measurable impact.
• A 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.
• A track record producing structured decision docs, workflow specs, and executive recommendations that drive alignment and action across senior stakeholders.
• The ability to utilize generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

What we offer

• Annual base salary of $130,900-$154,000 USD (varies by location), plus equity and bonus eligibility
• Benefits including medical, dental, vision, and 401(k)
• Quarterly in-person working sessions called "surges"

About Coinbase

Coinbase is a remote-first company on a mission to increase economic freedom. The CX Operations Excellence team designs the CX operating system covering end-to-end workflows, SOPs, routing, and tooling across Scaled Operations and Premium and Wealth, directly tied to CSAT, retention, FCR, and handle time.