Manager, Strategic Programs

Tusk; United States; Hybrid; USD 166,000 - 196,000; Full time

Job summary

Coinbase is seeking a CX Trading Program Manager to own end-to-end support across our trading products. You will bridge Trading product teams and CX operations to reduce customer friction, drive product launches, and improve retention for our highest-value customers.

You will define strategy for complex programs, lead multi-team initiatives, and measure success with executive-ready reporting. This role emphasizes responsible use of AI with human oversight and requires FINRA Series 7 and 63

Qualifications

• 7+ years in program management, CX, or product operations in finance or trading environments.
• Proven ability to own high-value customer segments or critical programs with measurable outcomes.
• Experience leading cross-functional programs spanning multiple teams (Sales, Compliance, Trading product, etc.).
• Ability to influence Directors and above without direct authority.
• Experience defining KPI frameworks and executive reporting linking CX to revenue/retention.
• Active FINRA Series 7 and Series 63 licenses.

Responsibilities

• Own a portfolio of trading product domains, including targets for contact rate reduction, launch readiness, and performance scorecards across roughly half the global trading CX scope.
• Lead the high net worth CX program end-to-end, defining segment strategy and cross-functional operating model.
• Set strategy and prioritization frameworks for ambiguous problems, aligning stakeholders on tradeoffs and sequencing.
• Build and execute a multi-quarter improvement roadmap combining in-product fixes and CX-driven improvements.
• Execute CX readiness for Tier 1 trading launches, coordinating with Product, WFM, L&D, and Tooling, and measure impact on CSAT and adoption.
• Partner with Trading product teams through regular reviews to surface VOC themes and drive improvements with executive-ready reporting.

Skills

Program management

CX

Product operations

Cross-functional collaboration

Influencing stakeholders

FINRA Series 7 & Series 63

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.” learn more about working at Coinbase.

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.

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

• Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
• Equal Opportunity Employer: 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.
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