Remote Senior Strategic Program Lead — CX & Onboarding

The Token Playbook; Northern (KY); Hybrid; USD 131,000 - 154,000; Full time

Benefits offered by this job

Remote-friendly

Equity and bonus eligibility

Job summary

Coinbase Prime is seeking a Senior Strategic Program Lead to own the customer experience strategy for Identity and Onboarding, partnering with Product, Engineering, and Design to improve first-impression moments. This remote-friendly role focuses on data-driven program management, KPI ownership, and AI-enabled efficiency across onboarding journeys.

You will own end-to-end CX strategy, influence roadmaps, and drive launch readiness while partnering with analytics to quantify impact and scale

Qualifications

• 5+ years in product and/or program management, customer experience, or product operations at an enterprise-scale company.
• Ability to use data (contact rates, CSAT, retention metrics) to build business cases and influence roadmaps.
• Experience partnering with Product, Engineering, Design, and Analytics teams to deliver measurable outcomes.
• Experience leading launch readiness and program execution for broadly defined objectives with cross-functional dependencies.
• Responsible use of generative AI with human oversight to improve efficiency and quality.

Responsibilities

• Own end-to-end CX strategy and program management for Identity and Onboarding.
• Influence roadmaps with product, design, and engineering teams to ensure high-quality experiences.
• Build and maintain program scorecards tracking key metrics and drive actionable recommendations.
• Lead launch readiness for identity/onboarding product releases with proper instrumentation.
• Develop strategies to optimize operations through an Eliminate, Automate, Optimize framework with cross-functional partners.

Skills

Product management

Program management

Customer experience

Data analytics

AI integration

Cross-functional collaboration

Job description

Coinbase Prime is seeking a Senior Strategic Program Lead to own the customer experience strategy for Identity and Onboarding, partnering with Product, Engineering, and Design to improve first-impression moments. This remote-friendly role focuses on data-driven program management, KPI ownership, and AI-enabled efficiency across onboarding journeys.

You will own end-to-end CX strategy, influence roadmaps, and drive launch readiness while partnering with analytics to quantify impact and scale