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

• 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.

Nice to haves

• Experience in fintech, crypto, or financial service