Operational Excellence Manager
Coinbase
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $130,900 - $154,000 per year
About the role
- 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.
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.
Benefits
- health insurance
- retirement plans
- flexible work arrangements
- professional development
- bonuses
- stock options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
AI solutionsevent streamingdecisioningoperationalizationsignal ingestionrules enginesroutingworkforce readinessdata analysisKPI definition
Soft Skills
execution leadershipstakeholder managementanalytical abilitiesproblem-solvingcommunicationrisk mitigationdependency managementinnovationcustomer experience focusstrategy execution