Remote-First CX Trading Programs Lead

Coinbase, Inc.; Boise (ID); Remote; USD 166,000 - 196,000; Full time

Job summary

Coinbase, Inc. is seeking a CX Trading Program Manager to own end-to-end support for trading products and the high-value customer segment.

You will drive retention, reduce friction, and coordinate across Sales, Compliance, Risk, and Trading teams to ensure successful product launches. You will define strategy, set KPI frameworks, and manage multi-quarter roadmaps while leveraging AI responsibly and maintaining executive-ready reporting.

Qualifications

• 7+ years in program management, CX, or product operations with 5+ years in trading/financial services.
• Proven track record owning high-value customer segments or critical programs with retention, revenue, or market share goals.
• Ability to define strategy and lead complex cross-functional programs spanning 5+ teams 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.

Responsibilities

• Own a portfolio of trading product domains with launch readiness and performance scorecards.
• Lead the high net worth CX program end-to-end, defining segment strategy, retention priorities, the service model, and cross-functional operating model.
• Set program strategy and prioritization frameworks for ambiguous, high-stakes problems, aligning stakeholders on tradeoffs.
• Build and execute a multi-quarter improvement roadmap with in-product fixes and CX improvements.
• Execute CX readiness for Tier 1 trading launches across Product, WFM, L&D, and Tooling.
• Partner with Trading product teams through regular operational reviews to surface voice-of-customer themes and close performance gaps.

Skills

Program management

CX

Product operations

Cross-functional leadership

KPI frameworks

Executive reporting

FINRA licenses

Generative AI

Job description

Coinbase, Inc. is seeking a CX Trading Program Manager to own end-to-end support for trading products and the high-value customer segment.

You will drive retention, reduce friction, and coordinate across Sales, Compliance, Risk, and Trading teams to ensure successful product launches. You will define strategy, set KPI frameworks, and manage multi-quarter roadmaps while leveraging AI responsibly and maintaining executive-ready reporting.