Senior Manager, CX Consumer Analytics (Lincoln)

Senior Manager, CX Consumer Analytics

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.

At Coinbase, we are building a world-class Customer Experience (CX) organization that supports millions of users globally across Consumer and Compliance operations. We're seeking a data-driven, operationally minded Senior Manager, CX Consumer Analytics to lead a team of analytics engineers in service of our Consumer CX operations, including Core, Social, and Specialty Operations support. This leader will be responsible for delivering the insights, data infrastructure, and reporting that enable our operations teams to make faster, smarter decisions at scale. You will partner closely with CX leadership, Vendor Management, Product, and Enterprise Data teams to ensure our analytics capabilities anticipate and meet the evolving needs of our customers. The ideal candidate combines deep experience in analytics engineering with strong stakeholder management skills, an operational mindset, and a bias toward actionable outcomes in a high-growth, regulated environment.

What You'll Be Doing

• CX Consumer Analytics Strategy
• Define and execute a cohesive analytics roadmap that addresses the priorities of Core, Social, and Specialty Consumer CX operations.
• Lead a team of analytics engineers and analytics managers to develop and maintain high-quality dashboards, reporting, and automation.
• Ensure all 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.
• Operational Impact
• Translate operational challenges into analytical deliverables that improve agent productivity, customer experience, and operational efficiency.
• Develop metrics frameworks and performance measurement systems that enable proactive decision-making.
• Work closely with cross-functional teams to ensure data insights are embedded into business processes.
• Leadership and Development
• Manage, mentor, and develop a high-performing team of analytics engineers.
• Foster a culture of curiosity, accountability, and continuous improvement.
• Act as a trusted advisor to CX leaders by identifying risks, opportunities, and strategic insights.

What We Look For In You

Pay Transparency Notice : Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, vision and 401(k)). Pay Range : $230,265$270,900 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](https : / / chrome.google.com / webstore / detail / chromevox / kgejglhpjiefppelpmljglcjbhoiplfn) a free compatible screen reader[ (free step by step tutorial can be found here)](http : / / www.chromevox.com / tutorial / ). 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](https : / / www.coinbase.com / legal / applicant_privacy_notice). 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.](https : / / www.coinbase.com / legal / application-arbitration-agreement) 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.