Senior Program Lead – Operational Excellence

🕒 September 11

🇺🇸 United States – Remote

💵 $130.9k - $154k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Coinbase

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

💼 Consulting

₿ Crypto

💸 Finance

💰 $21.4M Post-IPO Equity on 2022-11

Consulting • Crypto • Finance

Coinbase is a leading cryptocurrency exchange platform that allows individuals and institutions to buy, sell, and trade various crypto assets such as Bitcoin and Ethereum. The company offers advanced trading tools, institutional solutions, and a self-hosted wallet for storing and managing cryptocurrencies. With a strong focus on security and transparency, Coinbase provides a trusted platform used by millions globally. It supports various features including staking, earning rewards, and spending crypto through their cards. Additionally, Coinbase provides developer tools and APIs for building onchain applications, making it a comprehensive hub for engaging in the crypto economy.

📋 Description

• Own program strategy for broadly scoped CX operations initiatives, translating business problems into structured plans and driving execution from discovery through global rollout • Manage trade-offs between time, scope, and cost • Design and optimize end-to-end CX workflows, contact entry points, routing logic, Specialist handling, and resolution processes • Standardize experiences across sites and vendors and ensure the right work reaches the right Specialist • Partner with Product, Tooling, WFM, Analytics, and Operations on queue design, case allocation rules, channel strategy, and automation/AI use cases • Build and maintain CX standards and governance, including SOPs, playbooks, dashboards, and process excellence frameworks • Drive large-scale change management through communications, enablement plans, and feedback loops • Use operational metrics, quality outcomes, CSAT/effort scores, and capacity data to identify opportunities, size problems, set targets, and validate results

🎯 Requirements

• 7+ years in customer support operations, process excellence, or program management • Track record designing and scaling CX workflows in multi-product, multi-geo environments • Experience designing end-to-end workflows, SOPs, and routing logic across multiple teams, geographies, or vendor partners in high-volume operations • Demonstrated ability to lead cross-functional programs involving 4+ stakeholder teams, including Operations, Product, Engineering, Analytics, and WFM • Strong data and experimentation mindset • Hands-on experience using analytics to size problems, prioritize opportunities, and validate workflow-change impact on CSAT, recontact rate, and handle time • Track record producing structured decision docs, workflow specs, and executive recommendations • Responsible use of generative AI with human oversight • Must be located in the USA

🏖️ Benefits

• Equity eligibility • Bonus eligibility • Medical insurance • Dental insurance • Vision insurance • 401(k) • Quarterly in-person working sessions (“surges”) • Reasonable accommodations for individuals with disabilities