Hiring: Operational Excellence Senior Program Lead Company: Coinbase Location: New York, NY Job Posted Time: 2026-09-12 10:18:33 Employment Type: Remote About the job Experience: •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. •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. •Track record producing structured decision docs, workflow specs, and executive recommendations that drive alignment and action across senior stakeholders. Required Skills: •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. Compensation: •Flexible work environment (work from home / hybrid options) •Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)) •Pay Transparency Notice: Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)). •Annual base salary range (excluding equity and bonus):: $130,900 USD - $154,000 USD Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!