Senior Manager, CX Consumer Analytics

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. We are building the emerging onchain platform and the future global financial system. This role sits on the Customer Experience (CX) organization and will lead analytics engineering for Consumer CX operations (Core, Social, and Specialty Operations). The Senior Manager will deliver insights, data infrastructure, and reporting to enable operations teams to make faster, smarter decisions at scale. This position requires strong analytics engineering experience, stakeholder management, an operational mindset, and a bias toward actionable outcomes in a high-growth, regulated environment.

ID: P61271

Responsibilities

• Define and execute a cohesive analytics roadmap addressing priorities across Core, Social, and Specialty Consumer CX operations.
• Lead and grow a team of analytics engineers and analytics managers to develop and maintain high-quality dashboards, reporting, and automation.
• Ensure analytics solutions are scalable, well-documented, and aligned with enterprise data architecture.
• Partner with Enterprise Data Engineering and Data Science to enhance data pipelines and integrate new data sources.
• Establish and enforce best practices for data accuracy, governance, and accessibility.
• Translate operational challenges into analytical deliverables that improve agent productivity, customer experience, and operational efficiency.
• Develop metrics frameworks and performance measurement systems that enable proactive decision-making.
• Work closely with cross-functional teams to embed data insights into business processes.
• Act as a trusted advisor to CX leaders by identifying risks, opportunities, and strategic insights.

Requirements

• 7+ years of experience in analytics, analytics engineering, or business intelligence roles, with at least 3+ years managing teams.
• Strong command of SQL.
• Experience with modern BI tools such as Looker, Tableau, Mode, etc.
• Experience building scalable data models, pipelines, and dashboards that drive measurable operational impact.
• Experience partnering with operations leaders to define requirements and translate them into data solutions.
• Familiarity with data governance, quality assurance, and best practices for maintaining data integrity.
• Excellent communication skills with the ability to distill complex technical concepts for non-technical stakeholders.
• Familiarity with CX operational domains (contact centers, social support, specialty support functions).
• Track record of delivering analytics solutions in high-growth, ambiguous, or regulated environments.

Nice to haves:

• Experience in fintech, crypto, or financial services.
• Experience with automation or machine learning applications in CX, or advanced statistical modeling.
• Experience with Python or R.

Benefits

• Target annual pay range: $230,265 — $270,900 USD (offers may also include target bonus, target equity, and benefits such as medical, dental, vision, and 401(k)).
• Medical, dental, and vision plans with generous employee contributions.
• Health Savings Account with company contributions.
• Disability and life insurance.
• 401(k) plan with company match.
• Wellness stipend, mobile/internet reimbursement, connections stipend.
• Volunteer time off, fertility counseling and benefits, generous time off/leave policy.
• Option to be paid in digital currency.

Additional notes:

• Coinbase is remote-first but not remote-only; in-person participation is required throughout the year for team and company-wide offsites. Attendance is expected and supported.
• Commitment to equal opportunity and global data privacy notices are included.
• For select roles, Coinbase is piloting AI tools for initial screening and interview assistance; these pilots are for testing and will not be used to make employment decisions.