Global CX Programs Lead

Coinbase; Augusta (ME); Hybrid; USD 98,000 - 119,000; Full time

Benefits offered by this job

401(k)

Medical benefits

Dental benefits

Vision benefits

Job summary

Coinbase is seeking a Strategic Program Lead for the International CX Strategic Programs team. You will ensure customer experiences are globally relevant, locally compliant, and regionally optimized across APAC, EMEA, and the Americas, partnering with product and regional teams to adapt launches for diverse markets.

Your work will include coordinating regional launch readiness, surfacing local friction, and guiding programs from planning through execution with a strong focus on regulatory

Qualifications

• 3+ years in program management within customer support operations.
• Ability to use quantitative analysis and regional data to set priorities and measure CX outcomes.
• Experience operating across multiple regulated markets (EMEA, APAC) with AML/KYC knowledge.
• Collaborates with Product, Engineering, Compliance, and Operations to drive programs globally.
• Uses generative AI responsibly with human oversight to improve workflows.

Responsibilities

• Own regional launch readiness for local markets: language, payment methods, regulatory coverage, and agent enablement.
• Surface and prioritize region-specific friction; elevate issues with clear paths to resolution.
• Adapt global programs for local context with regulatory or cultural adjustments.
• Partner with regional CX, Ops, Risk, and Compliance to align on quality and regulatory needs; produce monthly SLA reports.
• Represent regional customers in global forums; ensure roadmap discussions reflect needs of all markets.

Skills

Program management (CX)

Data analysis

Regulatory compliance (AML/KYC)

Cross-functional collaboration

AI governance

Job description

Coinbase is seeking a Strategic Program Lead for the International CX Strategic Programs team. You will ensure customer experiences are globally relevant, locally compliant, and regionally optimized across APAC, EMEA, and the Americas, partnering with product and regional teams to adapt launches for diverse markets.

Your work will include coordinating regional launch readiness, surfacing local friction, and guiding programs from planning through execution with a strong focus on regulatory