Operations Excellence Senior Program Lead

🚀 Role Overview

• Title: Operations Excellence Senior Program Lead
• Location: Remote (U.S.-based; in-person events/offsites expected)
• Salary Range: $124,780 – $146,800 annually
• Type: Full-time
• Team: Customer Experience (CX), Scaled Ops

🧾 Key Responsibilities

📈 Strategy & Program Leadership

• Own program strategy aligned with multi-year CX goals
• Influence product, engineering, and tooling decisions
• Lead large, cross-functional CX improvement initiatives

🔍 Process Optimization & Execution

• Drive improvements to operational workflows and agent efficiency
• Implement scalable SOPs and internal change management
• Identify and fix process bottlenecks using a data-driven approach

🧠 Data, Analysis & Reporting

• Use feedback, trends, and analytics to guide CX improvements
• Build proposals and stakeholder updates with clear impact metrics
• Collaborate with People Analytics, Tooling, and Ops to improve support

🤝 Cross-functional Collaboration

• Work with Ops, Product, Engineering, Analytics, Knowledge, and Training
• Help unify distributed CX efforts and support teams globally

✅ What They’re Looking For

Required Experience:

• 5+ years in program management, customer support ops, or product ops
• Expertise in project management and prioritization
• Proven track record of scaling processes and improving support quality
• Strong analytical skills, with the ability to make decisions using data
• Excellent communication and collaboration across departments
• Passion for crypto, blockchain, or emerging tech

Preferred ("Nice to Haves"):

• Six Sigma or lean certification
• SQL skills and data analytics comfort
• Experience with AI transformation in support
• Familiarity with Web3, DeFi, or decentralized platforms
• Fintech or crypto exchange background