Remote-First CX Trading Programs Lead

Coinbase, Inc.; Richmond (VA); Hybrid; USD 166,000 - 196,000; Full time

Job summary

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

You will bridge Trading product teams and CX operations to reduce friction, ensure smooth product launches, and deliver measurable improvements through automation and proactive support. This remote-first, hybrid role requires 7+ years in PM/CX and FINRA Series 7 & 63 licenses, with a focus on cross-functional impact

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 program with retention/revenue metrics.
• Ability to define strategy and lead cross-functional programs spanning 5+ teams.
• Experience influencing Directors, negotiating priorities across competing initiatives.
• Proficiency defining KPI frameworks, OKR glidepaths, and executive reporting.
• Active FINRA Series 7 and Series 63 licenses.
• Uses generative AI responsibly with human oversight.

Responsibilities

• Own a portfolio of trading product domains, including 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

Trading / financial services

Cross-functional leadership

KPI frameworks

Executive reporting

FINRA Series 7 & 63

AI governance

Job description

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

You will bridge Trading product teams and CX operations to reduce friction, ensure smooth product launches, and deliver measurable improvements through automation and proactive support. This remote-first, hybrid role requires 7+ years in PM/CX and FINRA Series 7 & 63 licenses, with a focus on cross-functional impact