Global CX Programs Lead

Coinbase; Salem (OR); On-site; USD 98,000 - 119,000; Full time

Job summary

Coinbase is seeking a Strategic Program Lead for International CX Strategy to ensure launches are adapted for local markets, compliant, and regionally optimized across APAC, EMEA, and the Americas. You’ll work with Product, CX, and regional partners to tailor policies, workflows, and automation to local needs while maintaining broad, cross-functional alignment.

The role emphasizes data-driven prioritization of issues, proactive risk mitigation, and collaboration across multiple geographies, with

Qualifications

• 3+ years of experience in program management within customer support operations, including hands-on work with technical product or ops integrations.
• Ability to use quantitative analysis and regional data to prioritize issues, inform launch decisions, and measure CX outcomes.
• Experience across multiple regulated markets (EMEA, APAC) with knowledge of AML/KYC, vulnerable customer obligations, or financial services regulations.
• Experience partnering cross-functionally with Product, Engineering, Compliance, and Operations teams to drive programs from planning through execution across multiple geographies.
• Uses generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Responsibilities

• Own regional launch readiness by ensuring every product or policy launch is adapted for local markets, including language, payment methods, regulatory coverage, and agent enablement.
• Surface and prioritize region-specific friction by monitoring emerging issues and themes, elevating local trust-breaking patterns to Program Managers and Product teams with clear paths to resolution.
• Adapt global programs for local context by partnering with Program Managers and Product teams to customize policies, workflows, and automation where regulatory requirements or cultural behaviors differ.
• Partner with regional CX, Ops, Risk, and Compliance leads to align on local experience quality, legal requirements, and proactive mitigation of market-specific risks, including producing monthly SLA reports for regulated entities.
• Represent regional customers in global forums, ensuring roadmap discussions, launch planning, and issue prioritization reflect the needs of customers across all markets.

Skills

Program management

Quantitative analysis

Regulated markets

Cross-functional collaboration

Generative AI usage

Job description

Coinbase is seeking a Strategic Program Lead for International CX Strategy to ensure launches are adapted for local markets, compliant, and regionally optimized across APAC, EMEA, and the Americas. You’ll work with Product, CX, and regional partners to tailor policies, workflows, and automation to local needs while maintaining broad, cross-functional alignment.

The role emphasizes data-driven prioritization of issues, proactive risk mitigation, and collaboration across multiple geographies, with