Coinbase

Senior Manager, CX Consumer Analytics

Coinbase

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $230,265 - $270,900 per year

Job Level

Senior

Tech Stack

PythonSQLTableau

About the role

  • Ready to be pushed beyond what you think you’re capable of? At Coinbase, our mission is to increase economic freedom in the world. Build analytics capabilities to support Consumer CX operations including Core, Social, and Specialty. Define and execute analytics roadmap addressing priorities of Core, Social, and Specialty Consumer CX operations. Lead a team of analytics engineers and analytics managers to develop and maintain dashboards, reporting, and automation. Ensure analytics solutions are scalable, well-documented, and aligned with enterprise data architecture. Partner with Enterprise Data Engineering and Data Science to enhance data pipelines and integrate new data sources. Establish and enforce best practices for data accuracy, governance, and accessibility. Translate operational challenges into analytical deliverables to improve agent productivity, customer experience, and operational efficiency. Develop metrics frameworks and performance measurement systems for proactive decision-making. Manage, mentor, and develop a high-performing team of analytics engineers. Act as a trusted advisor to CX leaders identifying risks, opportunities, and strategic insights.

Requirements

  • 7+ years of experience in analytics, analytics engineering, or business intelligence roles, with at least 3+ years managing teams. Strong command of SQL and experience with modern BI tools (Looker, Tableau, Mode, etc.); experience with Python or R a plus. Proven ability to build scalable data models, pipelines, and dashboards that drive measurable operational impact. Experience partnering with operations leaders to define requirements and translate them into data solutions. Familiarity with data governance, quality assurance, and best practices for maintaining data integrity. Excellent communication skills with the ability to distill complex technical concepts for non-technical stakeholders. Familiarity with CX operational domains (contact centers, social support, specialty support functions). Track record of delivering analytics solutions in high-growth, ambiguous, or regulated environments.