At Coinbase, our mission is to increase economic freedom in the world by building the emerging onchain platform and with it, the future global financial system, specifically by revolutionizing how Coinbase delivers customer service
Requirements
- Strong background in machine learning, experimentation, and statistical analysis applied to product, customer experience, or operations
- Experience designing and implementing real-time analytics, anomaly detection, and automated intervention systems
- Familiarity with LLM or NLP-based classification tools, predictive modeling, and event logging systems a plus
- Deep focus on scalability — building common tooling and frameworks that can be used across multiple teams and contexts
- BA / BS degree business, computer science, statistics, applied mathematics, or any scientific or computational degree
- 8+ years of experience in data science, analytics, or a related field, with at least 3+ years managing high-performing teams
- Demonstrated experience in leading end-to-end measurement and optimization frameworks across multiple product or operational contexts
Responsibilities
- Lead, mentor, and grow a high-performing data science team focused on customer service excellence, including data scientists and data engineers
- Partner with CX leadership, Product, and Engineering to proactively identify, measuring, and reducing friction points across the customer lifecycle
- Establish and own business metrics for customer support optimization
- Develop real-time logging and prediction systems that assess session quality and enable proactive user interventions before support contact occurs
- Build standardized processes for experimentation and optimization, integrating with experimentation platforms to run and measure experiments in self-service, automation, and human resolution strategies
- Design anomaly detection systems across self-help and automation channels to trigger escalation pathways and prevent degradation of service quality
- Drive organizational initiatives to scale customer experience analytics through better systems, automation, and governance
Other
- BA / BS degree business, computer science, statistics, applied mathematics, or any scientific or computational degree
- 8+ years of experience in data science, analytics, or a related field, with at least 3+ years managing high-performing teams
- Exceptional communication skills, with the ability to synthesize complex data into clear, actionable strategies for executives and cross-functional partners
- Comfortable with ambiguity and adept at defining structure in complex, multi-stakeholder projects
- Passion for delivering delightful customer experiences and driving measurable reductions in churn and operational costs
