Operational Excellence Senior Program Lead

Details

Coinbase is a remote-first, but not remote-only company, with quarterly in-person working sessions called “surges.”

The CX Operations Excellence team designs the Customer Experience operating system, including end-to-end workflows, standard operating procedures, routing, and tooling across Scaled Operations, Premium, and Wealth. The role focuses on improving quality, efficiency, and the Specialist experience across in-house and BPO sites worldwide, with measurable impact on CSAT, retention, first-contact resolution, and handle time.

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, Workforce Management, Analytics, and Operations to shape queue design, case allocation rules, channel strategy, and automation and artificial intelligence 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 support adoption of new workflows, routing strategies, and tools with global teams and ensure continuous improvement.
• Use operational metrics, quality outcomes, CSAT and effort scores, and capacity data to identify opportunities, size problems, set targets, and validate whether workflow and tooling changes deliver expected results.

Requirements

• 7+ years of experience in customer support operations, process excellence, or program management, with a track record of designing and scaling CX workflows in multi-product, multi-geography environments.
• Experience designing end-to-end workflows, SOPs, and routing logic across multiple teams, geographies, or vendor partners in high-volume operations, including case management, contact routing, agent desktops, and automation.
• Demonstrated ability to lead cross-functional programs involving four or more stakeholder teams, including Operations, Product, Engineering, Analytics, and Workforce Management, from discovery through measurable impact.
• 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 such as CSAT, recontact rate, and handle time.
• Track record of producing structured decision documents, workflow specifications, and executive recommendations that drive alignment and action across senior stakeholders.
• Ability to use generative AI responsibly, maintaining human oversight while delivering business-ready outputs and measurable improvements in workflow efficiency, cost, and quality.

Compensation

The annual base salary range is $130,900–$154,000 USD, excluding equity and bonus. Total compensation may also include equity and bonus eligibility, as well as medical, dental, vision, and 401(k) benefits.

Candidates may submit a maximum of three applications within a six-month period.

PID: P77123