Senior Site Leader - Consumer Support Operations

🚀 Senior Site Leader - Consumer Support Operations | Coinbase | Charlotte, NC

💼 Full-Time | 🌍 On-Site | 💰 $185,215 - $217,900 USD/year

Are you ready to drive the future of crypto with Coinbase? As a Senior Site Leader for Consumer Support Operations, you'll play a pivotal role in managing operations, creating a world-class customer experience, and scaling Coinbase’s customer support in Charlotte, NC.

🌟 What You’ll Do:

• Lead and develop a high-performing global CX team of 100+ support agents.
• Drive CX metrics and KPIs, ensuring results align with company goals.
• Lead Kaizen and Lean Six Sigma process improvements for operational excellence.
• Build a strategic 3-year plan for consumer operations growth and scale.
• Partner with cross-functional teams like Vendor Management, Workforce, and Training Operations.

✅ What You Bring:

• 10+ years of experience in managing CX operations teams, including 5+ years in high-growth environments.
• Expertise in problem-solving, autonomous operations, and context switching.
• Emotionally intelligent, able to connect with and inspire both your team and senior leadership.
• Expert communicator who simplifies complex topics for broad audiences.

Nice to Have:

• MBA or higher education.
• Experience in crypto, financial services, or tech industries.
• Lean Six Sigma certification (Green/Black Belt).

🔥 Why Coinbase?

• Join a team that’s shaping the future of finance through crypto and blockchain technology.
• Competitive salary + bonus + equity + full benefits (medical, dental, vision, 401(k)).
• High-performance culture focused on innovation and creating economic freedom.

This is your chance to help lead the charge in the crypto revolution.

📩 Apply now to become a part of the Coinbase family!