Operational Excellence Senior Program Lead
Coinbase · Remote - USA · Remote-friendly
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- Company
- Coinbase
- Location
- Remote - USA
- Salary
- $130,900 — $154,000
- Posted
- September 11, 2026
About this job
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 sites worldwide. What you'll do: Own program strategy for broadly scoped CX operations initiatives, translating business problems into structured plans and driving execution from discovery through…
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