• 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
• Data Science is an integral component of Coinbase’s product and decision making process: we work in partnership with Product, Engineering and Design to influence the roadmap and better understand our users

We partner closely with Product, Engineering, CX Operations, and Automation teams to build systems that predict and reduce negative experiences, increase self-service success rates, optimize automation, and ensure closed-loop feedback to product teams to fix root causes This role will own the entire analytics and experimentation framework for the customer support funnel, guide investment decisions through rigorous measurement, and drive scalable automation and feedback systems that directly move the company’s bottom line

• 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
• Partner with product teams to close the loop—delivering actionable root cause analyses, mapping issues to responsible owners, and providing cost breakdowns per issue to inform prioritization
• Design anomaly detection systems across self-help and automation channels to trigger escalation pathways and prevent degradation of service quality
• Champion a culture of rigorous, data-driven decision making in CX, with clear reporting, alerting, and accountability mechanisms for issue owners and product DRIs
• Communicate insights and recommendations to senior Coinbase leadership, transforming quantitative findings into compelling narratives that influence company strategy

Drive organizational initiatives to scale customer experience analytics through better systems, automation, and governance

• 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
• 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
• Proven ability to partner cross-functionally with Product, Engineering, and Operations to deliver measurable business impact
• Experience designing and implementing real-time analytics, anomaly detection, and automated intervention systems
• 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
• Deep focus on scalability — building common tooling and frameworks that can be used across multiple teams and contexts
• Passion for delivering delightful customer experiences and driving measurable reductions in churn and operational costs

Prior data science experience / domain expertise in the customer support area

• BA / BS degree business, computer science, statistics, applied mathematics, or any scientific or computational degree
• Strong background in machine learning, experimentation, and statistical analysis applied to product, customer experience, or operations

Masters or PhD in business, computer science, statistics, applied mathematics, or any scientific or computational degree

• 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 bonus eligibility + equity eligibility**+ benefits (including medical, dental, vision and 401(k)) $243,865—$286,900 USD