Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value added customer support. Our team is dedicated to eliminating customer pain points, empowering our global customer base via self-service and automation, and optimizing customer support interactions to create an effortless experience.

As an Operational Excellence Manager supporting SpecOps, you will lead the vision, strategy, and execution of Operational Excellence for high‑complexity, high‑value customer segments (Concierge, EES, ResoOps, and adjacent teams). CX is evolving from a reactive cost center to a revenue‑generating, AI‑enabled function by building mechanisms that prevent issues, accelerate resolution, and amplify specialist impact. You will own a portfolio of AI‑ and data‑powered solutions that make SpecOps more efficient, more accurate, and easier to operate—ranging from internal agent tools and workflows to proactive and reactive customer interventions.

You will partner closely with Product, Data, AI/LLM platform teams, CXA, WFM, and frontline leaders to translate messy operational problems into AI‑backed, measurable improvements in customer outcomes, efficiency, and risk. You’ll own the SpecOps operational mechanisms, AI solutions, and continuous‑improvement roadmap across product, data, platform, workforce management, and operations, in tight partnership with PgMs who lead cross‑functional programs.

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

Lead the SpecOps OpEx & AI enablement: Own the embedded operational excellence initiatives for SpecOps, with a focus on AI‑enabled tools, workflows, and mechanisms that improve quality, efficiency, and customer trust across Concierge, EES, ResoOps, and Premium Inbound.
Turn pain points into AI solutions: Build an intake and prioritization model that translates negative sentiment and escalation patterns into a ranked backlog of AI / automation / tooling and product opportunities, sequencing work to maximize customer and business impact.
Design and scale a unified signal fabric: Standardize a single, real‑time customer‑ and contact‑impact signal fabric across proactive and reactive experiences, quality, fraud/risk, and operational health—reducing detection‑to‑action from hours to minutes.
Operationalize AI‑powered workflows for specialists: Stand up and continuously refine agent‑facing AI solutions (e.g., research helpers, summarizers, decisioning and routing engines, opportunity modeling, incident analysis chains) that reduce handle time, improve accuracy, and eliminate low‑value work.
Establish specialized operating models and routing: Define and scale resolution operating models that route enriched, prioritized tasks to the right teams, favor back‑office and systemic fixes first, and only trigger authenticated, high‑trust outreach when needed to reduce friction and recontact.
Define the KPI stack and instrumentation: Own the KPI framework, dashboards, and operating reviews for SpecOps OpEx and AI programs (e.g., LTV loss avoided, DSAT/CSAT, recontact rate, AHT, time‑to‑resolution, fraud/abuse reduction, agent time saved, adoption and MAU of AI tools).
Codify governance and change management: Define guardrails, documentation standards, and enablement for AI solutions (playbooks, SOPs, micro‑trainings) so that changes are safe, compliant, well‑understood by frontline teams, and adopted at scale.

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

5+ years of leading complex cross‑functional operations and/or programs in scaled environments (e.g., CX platforms, growth, fintech, marketplace, or scaled consumer tech).
Proven track record delivering real-time, data-driven programs spanning event streaming, decisioning, and operationalization (e.g., signal ingestion, cohorting, rules engines, routing, workforce readiness).
Strong execution leadership: roadmapping, dependency management, risk mitigation, and measurable outcomes in partnership with Product, Eng, Data, and Operations.
Proficiency developing AI solutions and demonstrated proficiency using AI tools (e.g., CB‑GPT or similar LLM copilots) in your day‑to‑day workflow.
Experience defining and operationalizing SLAs/KPIs; demonstrated ability to tie operational levers to revenue, retention, and CX outcomes.
Excellent communication and stakeholder management across levels; ability to translate strategy into pragmatic execution plans and results.
Technical awareness of how this technology should function.
Desire to experiment and innovate on behalf of customers.
Strong analytical and problem-solving abilities.
Familiarity with operations data analysis and using data to inform customer experience improvement decisions.
Passion for delivering a best-in-class customer experience.

Nice to haves:

MBA or higher level degree
Crypto, financial services, or other tech-company experience
Lean Six Sigma, or green/black belt certification
Hands-on experience with real-time event pipelines, decisioning systems, and cohort governance.
Familiarity with contact center task routing and orchestration, ideally with Amazon Connect or similar CCAS.
Background in implementing TTL-based, priority-driven task models; comfort with throttled demand staffing and queue health optimization.
Experience in fraud/abuse, payments, or compliance-adjacent CX workflows; adept at back-office resolution-first SOPs and authenticated outreach practices.

ID: P72000

Pay Transparency Notice: Depending on your work location, the target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, vision and 401(k)).

Annual base salary range (excluding equity and bonus):

$130,900—$154,000 USD

Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.

Commitment to Equal Opportunity

Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).

Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.

AI Disclosure

For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.

For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.

The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment. To request a reasonable accommodation due to disability, please contact accommodations[at]coinbase.com

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Job Description

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