Remote-First Trading CX Programs Lead

Coinbase, Inc.

Springfield (IL)

Hybrid

USD 166,000 - 196,000

Full time

2 days ago

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Job summary

Coinbase is seeking a CX Trading Program Manager to own end-to-end support for trading products and a high-value customer segment. You will reduce friction, drive product launches, and improve retention for key customers across Trading product domains.

You will lead cross-functional teams (Sales, Concierge, Compliance/Risk, Trading) and define strategy with measurable outcomes, leveraging AI with human oversight to improve workflows and cost efficiency.

Qualifications

7+ years in program management, CX, or product operations.
5+ years in a trading, brokerage, or financial services environment.
Proven track record owning a high-value customer segment or program.
Ability to define strategy and lead cross-functional programs across 5+ teams.
Experience influencing Directors+ and negotiating priorities without direct authority.
Proficiency with KPI frameworks, OKRs, and executive reporting.
Active FINRA Series 7 and Series 63 licenses.
Responsible use of generative AI with human oversight.

Responsibilities

Own a portfolio of trading product domains including launch readiness and performance scorecards.
Lead the high net worth CX program end-to-end, defining segment strategy and service model.
Set strategy frameworks for ambiguous problems and align stakeholders on tradeoffs.
Build a multi-quarter improvement roadmap with in-product fixes and automation.
Drive CX readiness for Tier 1 trading launches and measure post-launch impact.
Partner with Trading product teams through reviews and executive-ready reporting.