Coinbase
Operational Excellence Senior Program Lead
$131K–$154K
Remote - USA +1 · Remote · Senior · Full-time · Posted Sep 11, 2026
- Location
- Remote - USA
US - Remote Zone 1 (Job Requisitions Only) - Experience
- 7+ years in customer support operations, process excellence, or program management.
About the job
Leads the strategy and delivery of global Customer Experience operations programs, optimizing workflows, routing, standards, and tooling to improve quality, efficiency, and the Specialist experience.
What you'll do
- Translate CX business problems into program plans and drive initiatives from discovery through global rollout.
- Design and optimize end-to-end workflows, routing, queue design, and case allocation across teams and sites.
- Use operational data to identify opportunities, set targets, and measure the results of workflow and tooling changes.
What they ask for
- 7+ years in customer support operations, process excellence, or program management, designing and scaling CX workflows in multi-product, multi-geo environments.
- Experience designing end-to-end workflows, SOPs, and routing logic across teams, geographies, or vendor partners in high-volume operations.
- Ability to lead cross-functional programs involving 4+ stakeholder teams from discovery through measurable impact.
- Hands-on analytics experience and a track record of producing decision documents, workflow specifications, and executive recommendations.
Pay
$130,900 — $154,000 USD annual base salary (excluding equity and bonus)
Tools
case management, contact routing, agent desktops, automation
AI focus
Shape automation and AI use cases, and use generative AI responsibly with human oversight to improve workflow efficiency, cost, and quality.
Model-written summary · the original posting is authoritative