High-Impact CX Trading Programs Lead

Coinbase, Inc.; United States; Hybrid; USD 166,000 - 196,000; Full time

Job summary

Coinbase, Inc. is seeking a senior CX Program Manager for the CX Programs team within Customer Experience to own end-to-end support across trading products and the high-value customer segment.

You will bridge Trading product teams and CX operations to reduce friction, ensure launches go smoothly, and drive retention for key customers. Responsibilities include leading a portfolio of trading domains, setting strategy, and delivering multi-quarter roadmaps with automation and proactive support.

Qualifications

• 7+ years in program management, CX, or product operations.
• 5+ years in trading, brokerage, or financial services.
• Proven track record owning a high-value customer segment or business-critical program with retention, revenue, or market share metrics.
• Demonstrated ability to define strategy and lead complex cross-functional programs spanning 5+ teams.
• Experience influencing Director+ stakeholders, negotiating priorities across competing initiatives, and driving alignment without direct authority.
• Proficiency defining KPI frameworks, OKR glidepaths, and executive reporting that connects CX performance metrics to revenue and retention impact.
• Active FINRA Series 7 and Series 63 licenses.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Responsibilities

• Own a portfolio of trading product domains, including support contact rate reduction targets, launch readiness, and performance scorecards across approximately half of the global trading CX scope.
• Lead the high net worth CX program end-to-end, defining segment strategy, retention priorities, the service model, and the cross-functional operating model spanning Sales, Concierge, Compliance/Risk, and Trading product.
• Set program strategy and prioritization frameworks for ambiguous, high-stakes problems, influencing Director+ stakeholders to align on tradeoffs, resources, and sequencing.
• Build and execute a multi-quarter improvement roadmap that combines in-product fixes with CX-owned improvements through automation, help center content, and proactive support to reduce top contact drivers.
• Execute CX readiness for Tier 1 trading launches, coordinating across Product, WFM, L&D, and Tooling, then measuring post-launch impact on CSAT, contact volume, and adoption.
• Partner with Trading product teams through regular operational reviews that surface voice-of-customer themes, quantify business impact, and close performance gaps with executive-ready reporting.

Skills

Program management

CX

Cross-functional leadership

KPI frameworks

OKR glidepaths

Executive reporting

Negotiation

Job description

Coinbase, Inc. is seeking a senior CX Program Manager for the CX Programs team within Customer Experience to own end-to-end support across trading products and the high-value customer segment.

You will bridge Trading product teams and CX operations to reduce friction, ensure launches go smoothly, and drive retention for key customers. Responsibilities include leading a portfolio of trading domains, setting strategy, and delivering multi-quarter roadmaps with automation and proactive support.