Operational Excellence Senior Program Lead

Join Coinbase as an Operations Excellence Senior Program Lead, where you'll optimize workflows, routing logic, and agent tooling for our global Customer Experience operation. You'll translate business problems into structured plans, design and optimize end-to-end CX workflows, and drive change management at scale. This role requires strong data and experimentation skills, experience leading cross-functional programs, and a proven track record in customer support operations.

• Posséder et optimiser les flux de travail, la logique de routage et les outils des agents qui alimentent l'opération mondiale de l'expérience client de Coinbase.
• Développer et maintenir des normes et une gouvernance CX, y compris des procédures opérationnelles standard, des manuels, des tableaux de bord et des cadres d'excellence des processus.
• Conduire la gestion du changement à grande échelle en élaborant des communications, des plans de formation et des boucles de rétroaction qui mettent en œuvre de nouveaux flux de travail, des stratégies de routage et des outils.

• 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 like CSAT, recontact rate, and handle time
• Demonstrated ability to lead cross-functional programs involving 4+ stakeholder teams (Operations, Product, Engineering, Analytics, WFM) from discovery through measurable impact
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality
• Proven experience designing end-to-end workflows, SOPs, and routing logic across multiple teams, geographies, or vendor partners in high-volume operations (case management, contact routing, agent desktops, automation)
• 7+ years in customer support operations, process excellence, or program management, with a track record designing and scaling CX workflows in multi-product, multi-geo environments
• Track record producing structured decision docs, workflow specs, and executive recommendations that drive alignment and action across senior stakeholders