Remote-First Senior CX Trading Programs Lead

Coinbase, Inc.; Hartford (CT); Hybrid; USD 166,000 - 196,000; Full time

Job summary

Coinbase, Inc. is seeking a CX Trading Program Manager within Customer Experience to own the end-to-end support experience across Coinbase's trading products, including the differentiated service model for our highest-value trading customers.

You will 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.

Qualifications

• 7+ years in program management, CX, or product operations.
• Experience in trading, brokerage, or financial services.
• Proven cross-functional leadership across 5+ teams with measurable business outcomes.
• Experience influencing Directors+ stakeholders and aligning priorities.
• Proficiency with KPI frameworks and executive reporting that tie CX to revenue.
• Active FINRA Series 7 and Series 63 licenses.
• Responsible use of generative AI with human oversight to improve workflow.

Responsibilities

• Own a portfolio of trading product domains, including support contact rate targets and launch readiness.
• Lead the high net worth CX program end-to-end with cross-functional governance.
• Define strategy and prioritization frameworks for ambiguous, high-stakes problems.
• Build and execute multi-quarter improvement roadmap via in-product fixes and CX-driven improvements.
• Coordinate CX readiness for Tier 1 trading launches with Product, WFM, L&D, and Tooling.
• Provide executive-ready reporting and surface voice-of-customer themes.

Skills

Program management

CX

Product operations

Cross-functional leadership

KPI frameworks

OKR frameworks

Executive reporting

Trading knowledge

FINRA Series 7

FINRA Series 63

Job description

Coinbase, Inc. is seeking a CX Trading Program Manager within Customer Experience to own the end-to-end support experience across Coinbase's trading products, including the differentiated service model for our highest-value trading customers.

You will 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.