The opportunity
Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom.
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 global rollout while managing trade-offs between time, scope, and cost.
Design and optimize end-to-end CX workflows, from contact entry points and: routing logic through Specialist handling and resolution, to reduce friction, standardize experiences across sites and vendors, and ensure the right work reaches the right Specialist.
Partner with Product, Tooling, WFM, Analytics, and Operations to shape queue: design, case allocation rules, channel strategy, and automation/AI use cases that maximize productivity without sacrificing quality.
Build and maintain CX standards and governance, including SOPs, playbooks,: dashboards, and process excellence frameworks that provide a single source of truth for how workflows and tools operate across regions and partners.
Drive change management at scale by crafting communications, enablement: plans, and feedback loops that land new workflows, routing strategies, and tools with global teams and ensure continuous improvement.
Leverage operational metrics, quality outcomes, CSAT/effort scores, and: capacity data to identify opportunity areas, size problems, set targets, and validate whether workflow and tooling changes deliver expected results.
What they're looking for
- + 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.
- 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.
