Manager of Strategic Programs

Coinbase, Inc.; United States; On-site; USD 140,000 - 190,000; Full time

Job summary

Coinbase, Inc. is seeking a CX Trading Program Manager to own end-to-end support across Coinbase’s trading products and to drive retention for high-value clients.

You will connect Trading product teams with CX operations to reduce friction, lead a multi-quarter improvement roadmap, and measure impact on CSAT and adoption. The role requires 7+ years in program management within trading or financial services, cross-functional leadership across 5+ teams, and FINRA Series 7 and 63 licenses.

Qualifications

• 7+ years in program management, CX, or product operations.
• 5+ years in a trading, brokerage, or financial services environment.
• Experience leading cross-functional programs spanning 5+ teams with measurable outcomes.
• Ability to influence Director+ stakeholders and align competing priorities.
• Proficiency defining KPI frameworks, OKR glidepaths, and executive reporting.

Responsibilities

• Own end-to-end CX trading program and drive the value for high-value customers.
• Bridge Trading product teams and CX operations to reduce friction and ensure smooth launches.
• Define segment strategy, retention priorities, service model, and cross-functional operating model.
• Lead readiness for Tier 1 trading launches across Product, WFM, L&D, and Tooling.
• Measure post-launch impact on CSAT, contact volume, and adoption.

Skills

Program management

Trading/financial services

Cross-functional leadership

KPI frameworks

Executive reporting

FINRA licenses

AI adoption

Job description

• As a CX Trading Program Manager on the CX Programs team within Customer Experience, you’ll own the end-to-end support experience across Coinbase’s trading products, including the differentiated service model for our highest-value trading customers
• You’ll bridge Trading product teams and CX operations to reduce customer friction, ensure smooth product launches, and drive retention for the customers who matter most to our trading business
• 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

7+ years in program management, CX, or product operations, with 5+ years in a trading, brokerage, or financial services environmentDemonstrated ability to define strategy and lead complex cross-functional programs spanning 5+ teams (including Sales, Compliance, and BPO partners) with measurable business outcomesExperience influencing Director+ stakeholders, negotiating priorities across competing initiatives, and driving alignment without direct authorityProficiency defining KPI frameworks, OKR glidepaths, and executive reporting that connects CX performance metrics to revenue and retention impactProven track record owning a high-value customer segment or business-critical program where retention, revenue, or market share were explicit success metricsActive FINRA Series 7 and Series 63 licensesUtilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality