Remote Senior CX Strategy & Onboarding Lead

Gohyred; United States; Hybrid; USD 131,000 - 154,000; Full time

Benefits offered by this job

Remote-first culture

Quarterly in-person surges

Equity and bonus eligibility

Job summary

Coinbase is seeking a Senior Strategic Program Lead for Customer Experience, responsible for shaping the CX strategy across identity verification, onboarding, login, and KYC. You will partner with Product, Engineering and Design to drive data-informed roadmaps and measurable customer improvements.

You will lead cross-functional launch readiness, develop scorecards, and leverage AI responsibly to scale operations while maintaining human oversight and high-quality outcomes.

Qualifications

• 5+ years in product and/or program management at enterprise-scale.
• Experience using data to influence roadmaps and ship AI-enabled solutions.
• Experience partnering with Product, Engineering, Design, Analytics to drive outcomes.

Responsibilities

• Own the end-to-end CX strategy and program management for Identity and Onboarding, building long-term plans.
• Partner with Identity and Onboarding Product, Design, and Engineering to influence roadmaps for high-quality in-product flows and support.
• Build and maintain program scorecards tracking contact rates, CSAT, automation, and quality guardrails with clear impact sizing.
• Drive launch readiness for Identity and Onboarding product releases and determine instrumentation requirements for operations.

Skills

Data-driven decisions

Cross-functional collaboration

Product management

AI integration

KPIs and scorecards

Job description

Coinbase is seeking a Senior Strategic Program Lead for Customer Experience, responsible for shaping the CX strategy across identity verification, onboarding, login, and KYC. You will partner with Product, Engineering and Design to drive data-informed roadmaps and measurable customer improvements.

You will lead cross-functional launch readiness, develop scorecards, and leverage AI responsibly to scale operations while maintaining human oversight and high-quality outcomes.