Operations Excellence Senior Program Lead

The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value-added Customer Support in Crypto. Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience. The CX Operations Excellence team is responsible for the strategy, planning and project management for the Global Customer Experience Scaled Ops Organization. We utilize people, processes and technology to transform the CX Support experience in partnership with Operations. 

As an Operations Excellence Senior Program Lead, you will be responsible for managing and optimizing operational processes and leveraging technology to significantly boost productivity and quality to craft exceptional customer service experiences. You will work closely with cross-functional teams to streamline operations, improve efficiency and change manage new concepts and processes to a large network effectively. You’ll thrive in this role if you have experience forming relationships and influencing cross-functional teams, analyzing data to produce concrete recommendations, and deliver high quality projects on time.

The ideal candidate will have a customer-centric mindset, a deep understanding of customer service/success operations, strong project management skills and adaptability to a fast paced environment. Top candidates will have a natural desire to continually improve customer experiences, agent experiences and the product, enormous user empathy and can maintain a calm demeanor in high stress situations. People describe our ideal OpsX Senior Program Lead as data-driven, accountable, innovative and customer focused. 

What you’ll be doing (ie. job duties):

• Develop program strategies for broadly defined business objectives without pre-established solutions, ensuring alignment with multi-year organizational goals
• Collaborate with cross-functional teams including Operations, Product, Tooling, Analytics, Knowledge Management, Training, and Workforce Management to ensure priority items are progressed with urgency, focusing on the 20% of work that will get 80% of the impact
• Influence product roadmaps, feature decisions, and engineering processes across various teams. Define program requirements and execute within the CX org, driving timely decisions to accelerate progress and clear blockers, making informed trade-offs between time, scope, and cost
• Manage challenging and cross-functional goals with a focus on tactical execution. Propose valuable initiatives with clear forecasts of impact and contribute to glidepath development
• Identify program dependencies and gaps, drive consensus among teams, and unblock issues effectively. Foster collaboration and accountability across the program with minimal managerial support
• Proactively identify, innovate, and implement solutions to enhance organizational efficiency and effectiveness. Deliver high-impact results with minimal guidance, setting a precedent for excellence
• Identify and analyze data, customer feedback, and trends to implement corrective actions and improve operations
• Establish and maintain Standard Operating Procedures (SOPs) to ensure consistency and efficiency in customer service operations
• Stay up to date on industry trends, best practices, and emerging technologies to drive innovation in CX Operations and Product
• Develop and deliver proposals and presentations to stakeholders, providing insights on operational performance and CX opportunities

What we look for in you (ie. job requirements):

• 5-9 years of proven experience in Program Management, Customer Support Operations or Product Operations 
• Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base, including a deep passion for products within the broader crypto space
• Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously 
• Track record of developing and implementing mechanisms that enabled quality to scale 5x
• Excellent analytical and problem-solving abilities, with a data-driven mindset 
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
• Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization

Nice to haves:

• Six Sigma Certification
• Passionate about creating an upleveled Customer Support experience for customers
• Strong familiarity with web3 and an active user of decentralized products.
• Experience utilizing AI to transform operations
• Previous experience in Tech, Crypto, Finance or Fintech
• Advanced understanding of data analytics and ability to read & write SQL queries

Position ID:  P70033