Backed by Battery, Greylock and Y Combinator.
About the role
Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company.
What they're looking for
- 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
- 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)
- Demonstrated ability to lead cross-functional programs involving 4+ stakeholder teams (Operations, Product, Engineering, Analytics, WFM) from discovery through measurable impact
- Track record producing structured decision docs, workflow specs, and executive recommendations that drive alignment and action across senior stakeholders
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality
More about this role
Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase .
As an Operations Excellence Senior Program Lead on the CX Operations Excellence team, you'll own and optimize the workflows, routing logic, and agent tooling that power Coinbase's global Customer Experience operation. This team designs the CX operating system, covering end-to-end workflows, SOPs, routing, and tooling across Scaled Operations and Premium and Wealth, directly tied to CSAT, retention, FCR, and handle time. You'll turn ambiguous, multi-year CX goals into a clear portfolio of programs that measurably improve quality, efficiency, and the Specialist experience across in-house and BPO...
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