Manager, Strategic Programs

Coinbase, Inc.; Sacramento (CA); Hybrid; USD 166,000 - 196,000; Full time

Job summary

Coinbase is seeking a seasoned CX and program leadership professional to own trading product CX and drive retention, engagement, and efficiency across a broad portfolio. This role focuses on high-value segments, with a track record of delivering measurable improvements in a complex financial services setting.

You will lead cross-functional efforts across Sales, Compliance/Risk, and Trading product, shaping segmentation, service models, and roadmaps.

Qualifications

• 7+ years in program management, CX, or product operations.
• Experience in trading, brokerage, or financial services.
• Defined strategy and led cross-functional programs spanning 5+ teams with measurable outcomes.
• Ability to influence Directors and executives without direct authority.
• FINRA Series 7 and Series 63 licenses.

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 program ownership

Cross-functional leadership

KPI/OKR reporting

Financial services experience

Stakeholder management

Trading domain understanding

Job description

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.”

What you'll do:

• 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

Required Skills and Experience:

• 7+ years in program management, CX, or product operations, with 5+ years in a trading, brokerage, or financial services environment
• Proven track record owning a high-value customer segment or business-critical program where retention, revenue, or market share were explicit success metrics
• Demonstrated ability to define strategy and lead complex cross-functional programs spanning 5+ teams (including Sales, Compliance, and BPO partners) with measurable business outcomes
• 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.

Position ID #: P77911

*Pay Transparency Notice:** *Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).

Annual base salary range (excluding equity and bonus):

$166,345—$195,700 USD

• *Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com.Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
• *US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.

Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.