Programs Lead - Operations Excellence

Details

The Coinbase Customer Experience (CX) Operations Excellence team is responsible for strategy, planning, and program management for the Global CX Scaled Ops Organization. This role focuses on managing and optimizing operational processes and leveraging technology to boost productivity and quality across a large customer support organization. The ideal candidate is customer-centric, data-driven, experienced in program and project management, and comfortable influencing cross-functional teams in a fast-paced environment.

Responsibilities

• Develop program strategies for broadly defined business objectives and ensure alignment with multi-year organizational goals.
• Collaborate with cross-functional teams including Operations, Product, Tooling, Analytics, Knowledge Management, Training, and Workforce Management to prioritize and progress high-impact work.
• Influence product roadmaps, feature decisions, and engineering processes; define program requirements and drive timely decisions to accelerate progress and clear blockers.
• Manage challenging cross-functional goals with a focus on tactical execution; propose initiatives with clear forecasts of impact and contribute to glidepath development.
• Identify program dependencies and gaps, drive consensus across teams, and unblock issues with minimal managerial support.
• Proactively identify, design, and implement solutions to enhance organizational efficiency and effectiveness.
• Analyze data, customer feedback, and trends to recommend and implement corrective actions that improve operations and customer experience.
• Establish and maintain Standard Operating Procedures (SOPs) to ensure consistency and efficiency in customer service operations.
• Stay current on industry trends, best practices, and emerging technologies to drive innovation in CX Operations and Product.
• Develop and deliver proposals and presentations to stakeholders, providing insights on operational performance and CX opportunities.

Requirements

• 5+ years of proven experience in Program Management, Customer Support Operations, or Product Operations.
• Strong project management skills; ability to prioritize tasks and manage multiple projects simultaneously.
• Track record of developing and implementing mechanisms that enabled quality to scale substantially (example: scale quality 5x).
• Excellent analytical and problem-solving abilities with a data-driven mindset.
• Exceptional communication and interpersonal skills; ability to collaborate effectively with cross-functional teams and influence stakeholders.
• Highly flexible and adaptable to the evolving needs of a high-growth, fast-paced organization.
• Motivated by Coinbase’s mission and passionate about crafting a seamless support experience for a global customer base and products in the broader crypto space.

Nice to haves

• Six Sigma certification.
• Familiarity with web3 and active use of decentralized products.
• Experience utilizing AI to transform operations.
• Previous experience in Tech, Crypto, Finance, or Fintech.
• Advanced understanding of data analytics and ability to read & write SQL queries.

Benefits

• Medical & Dental insurance covered at 100% for employees and dependents
• Group Personal Accidental Insurance (24x basic monthly salary)
• Group Term Life Insurance (24x basic monthly salary)
• Wellness stipend
• Mobile/Internet reimbursement
• Connections stipend
• Learning and development allowance
• Employee assistance program
• Travel medical policy – global traveler
• Travel fertility benefits
• Generous time off / leave policy

Additional details

• In-person participation is required throughout the year (remote-first but not remote-only). Team and company offsites are held multiple times annually and attendance is expected.
• Position ID: P67491
• Pay Range (target annual salary): ₱2,971,600 PHP