AI-Driven CX Strategy & Programs Lead

Precision Labs; Northern (KY); Hybrid; USD 131,000 - 154,000; Full time

Job summary

Coinbase is seeking a senior product/program manager to own the end-to-end CX strategy for Identity and Onboarding. You will partner with Product, Design, and Engineering to shape roadmaps and ensure a high-quality end-to-end experience—from in-product flows to support interactions.

You will build program scorecards, drive launch readiness for product releases, and apply an Eliminate, Automate, Optimize framework in collaboration with Product, Operations, AI, and Analytics teams to improve

Qualifications

• 5+ years in product and/or program management, customer experience, or product operations at an enterprise-scale company.
• Ability to use data (contact rates, CSAT, retention metrics) to build business cases and influence roadmaps.
• Track record of partnering with Product, Engineering, Design, and Analytics teams to deliver measurable customer outcomes.
• Experience leading launch readiness and program execution for broad business objectives.

Responsibilities

• Own the end-to-end CX strategy and program management for Identity and Onboarding, building and operationalizing long-term plans informed by customer feedback, contact rate analysis, business priorities and market trends.
• Partner with Identity and Onboarding Product, Design, and Engineering teams to influence roadmaps, ensuring experience from in-product flows through support is high-quality.
• Build and maintain program scorecards tracking contact rates, CSAT, automation effectiveness, and quality guardrails, framing product opportunities with impact sizing.
• Drive launch readiness for Identity and Onboarding product releases, ensuring sad path experiences are scoped in partnership with Product, determine instrumentation requirements, and leverage AI to ship features.
• Develop and implement strategies to optimize operations through an Eliminate, Automate, Optimize framework with Product, Operations, AI, and Analytics teams.

Skills

Product management

Program management

Customer experience

Data-driven decisions

AI integration

Job description

Coinbase is seeking a senior product/program manager to own the end-to-end CX strategy for Identity and Onboarding. You will partner with Product, Design, and Engineering to shape roadmaps and ensure a high-quality end-to-end experience—from in-product flows to support interactions.

You will build program scorecards, drive launch readiness for product releases, and apply an Eliminate, Automate, Optimize framework in collaboration with Product, Operations, AI, and Analytics teams to improve