Remote-First CX Trading Programs Leader

Coinbase, Inc.; City of Albany (NY); Remote; USD 166,000 - 196,000; Full time

Job summary

Coinbase is seeking an experienced CX Trading Program Manager to own end-to-end support for our trading products. You will bridge Trading product teams and CX operations to reduce customer friction, ensure smooth launches, and drive retention for our high-value customers.

You will lead cross-functional programs across Sales, Concierge, Compliance/Risk, and Trading to deliver measurable improvements through in-product fixes, content updates, and proactive support, with a focus on CSAT and

Qualifications

• 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.

Responsibilities

• Own a portfolio of trading product domains including targets and launch readiness across approximately half of the global trading CX scope.
• Lead the high net worth CX program end-to-end, defining segment strategy, retention priorities, service model, and cross-functional operating model across 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 / customer experience

Product operations

Cross-functional collaboration

KPI frameworks / OKRs

Education

FINRA Series 7

FINRA Series 63

Job description

Coinbase is seeking an experienced CX Trading Program Manager to own end-to-end support for our trading products. You will bridge Trading product teams and CX operations to reduce customer friction, ensure smooth launches, and drive retention for our high-value customers.

You will lead cross-functional programs across Sales, Concierge, Compliance/Risk, and Trading to deliver measurable improvements through in-product fixes, content updates, and proactive support, with a focus on CSAT and