Programs Lead - Operations Excellence

Details

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value-added Customer Support in Crypto. The CX Operations Excellence team is responsible for strategy, planning and program management for the Global Customer Experience Scaled Ops Organization. This role focuses on managing and optimizing operational processes, leveraging technology to boost productivity and quality, and driving change across a large network to craft exceptional customer service experiences.

Responsibilities

• Develop program strategies for broadly defined business objectives without pre-established solutions, ensuring alignment with multi-year organizational goals.
• Collaborate with Operations, Product, Tooling, Analytics, Knowledge Management, Training, and Workforce Management to prioritize and progress high-impact initiatives.
• Influence product roadmaps, feature decisions, and engineering processes across teams. Define program requirements and execute within the CX org to accelerate progress and clear blockers.
• Manage challenging cross-functional goals with a focus on tactical execution and forecast impact (glidepath development).
• Identify program dependencies and gaps, drive consensus, and unblock issues with minimal managerial support.
• Proactively identify, innovate, and implement solutions to enhance organizational efficiency and effectiveness.
• Analyze data, customer feedback, and trends to implement corrective actions and improve operations.
• Establish and maintain Standard Operating Procedures (SOPs) to ensure consistency and efficiency.
• Stay up to date 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.
• Motivated by Coinbase’s mission and passionate about crafting a seamless support experience for a global customer base and the broader crypto space.
• Strong project management skills with the ability to prioritize tasks and manage multiple projects simultaneously.
• Track record of developing and implementing mechanisms that enabled quality to scale 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.
• Highly flexible and adaptable to the evolving needs of a high-growth and fast-paced organization.

Nice to haves

• Six Sigma certification.
• Strong 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.

Working model

• Coinbase is remote-first but not remote-only. In-person participation is required throughout the year (team and company-wide offsites are held multiple times annually). Attendance is expected and supported.

Benefits

• Medical insurance including Dental & Vision for employees and dependants
• Group Personal Accidental Insurance
• Group Term Life Insurance
• Employee Stock Purchase Plan (ESPP)
• Wellness Stipend
• Mobile/Internet Reimbursement
• Connections Stipend
• Learning and Development Allowance
• Employee Assistance Program
• Travel Medical Policy – Global Traveler
• Fertility Benefits
• Generous Time Off/Leave Policy

Pay Transparency

The target annual salary for this position is ₹3,970,700. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, and vision).