CX Trading Programs Lead — Remote-First, High-Impact

Coinbase, Inc.; Topeka (KS); Hybrid; USD 166,000 - 196,000; Full time

Job summary

Coinbase is a remote-first company that is not remote-only, with quarterly in-person surges. We are seeking a CX Trading Program Manager to own end-to-end support experience across trading products, bridging Trading product teams and CX operations to reduce friction and drive retention for our high-value customers.

You will lead a portfolio of trading product domains, define segment strategy, and build multi-quarter roadmaps combining in-product fixes with CX improvements.

Qualifications

• 7+ years in program management, CX, or product operations in a trading, brokerage, or financial services environment
• Proven track record owning a high-value customer segment or business-critical program with retention/revenue/market-share goals
• Demonstrated ability to lead cross-functional programs spanning 5+ teams with measurable outcomes
• Experience influencing Directors+ and negotiating priorities without direct authority
• Proficiency defining KPI frameworks, OKR glidepaths, and executive reporting that ties CX to revenue/retention
• Active FINRA Series 7 and Series 63 licenses
• Responsible use of generative AI with human oversight for workflow efficiency and quality improvements

Responsibilities

• Own a portfolio of trading product domains with launch readiness and performance scorecards
• Lead the high net worth CX program end-to-end, defining strategy and cross-functional operating model
• Set strategy and prioritization for ambiguous, high-stakes problems and align stakeholders
• Build and execute multi-quarter roadmaps combining in-product fixes with CX improvements
• Execute CX readiness for Tier 1 trading launches and measure post-launch impact
• Partner with Trading product teams through reviews to surface voice-of-customer themes and drive improvements

Skills

Program management

CX experience

Trading/financial services

Cross-functional leadership

KPI frameworks

Executive reporting

FINRA licenses

AI literacy

Job description

Coinbase is a remote-first company that is not remote-only, with quarterly in-person surges. We are seeking a CX Trading Program Manager to own end-to-end support experience across trading products, bridging Trading product teams and CX operations to reduce friction and drive retention for our high-value customers.

You will lead a portfolio of trading product domains, define segment strategy, and build multi-quarter roadmaps combining in-product fixes with CX improvements.