Coinbase: Operational Excellence Senior Program Lead — Remote - USA

About Coinbase

Coinbase works on digital-asset and financial technology, with its recruitment material discussing an open financial system and crypto-related markets. Its advertised business activities connect consumer and business products with engineering, financial operations and regulated-market development. The company describes local product initiatives alongside the compliance, policy and operational work needed to support them. This gives the business both a technology dimension and a financial-services context, with product delivery linked to the requirements of the markets in which it operates.

The position and its setting

Coinbase lists Operational Excellence Senior Program Lead in Remote - USA, under reference 8198059. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Department: Customer Experience
• Employer listing date: 12 September 2026

Responsibilities and work described

• 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
• Building: 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
• Required Skills and

Essential requirements and candidate background

• 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
• 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)
• Lead cross-functional programs involving 4+ stakeholder teams (Operations, Product, Engineering, Analytics, WFM) from discovery through measurable impact
• 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
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality
• PID: P77123
• 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))

Preferred experience and additional strengths

• $130,900 — $154,000 USD
• Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period
• US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation
• Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com
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• Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice
• US applicants: By submitting your application, you agree to Arbitration of Disputes

Location, schedule and contract conditions

For this overseas or regional listing, confirm work authorisation and any location restrictions with the employer. The location does not establish visa sponsorship or permission to work remotely from India.

• Work arrangement: Remote
• Advertised location: Remote - USA

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Operational Excellence Senior Program Lead vacancy is not an offer for reference 8198059; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to Coinbase

Applications follow the official employer page linked below.

Open the official Coinbase posting below and match the title and reference 8198059.

Compare your qualifications and experience with the essential conditions for the Remote - USA position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

Practical preparation: AI

An AI-related example should make the task and evaluation explicit. Explain the inputs, the system’s intended output and how you checked errors, usefulness or reliability, rather than relying on the model name alone.

Relevant skills

• AI/ML
• AI
• customer support
• stakeholder management
• communication