Senior CX & Product Strategy Lead – Identity & Onboarding

Triwill Group; Northern (KY); Hybrid; USD 131,000 - 154,000; Full time

Job summary

Coinbase is seeking a seasoned leader to own the end-to-end CX strategy for Identity and Onboarding. You will partner with Product, Design, and Engineering to ensure in-product and support experiences are seamless and high quality.

Leverage data to build business cases, track KPIs, and drive measurable improvements in CSAT and operational efficiency. You will lead cross-functional programs and launch readiness for major product releases, using AI responsibly to enhance results.

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, opportunity sizing) to build business cases and influence product roadmaps and ship AI solutions.
• Partner with Product, Engineering, Design, and Analytics teams to deliver measurable customer outcomes and define KPIs and scorecards.

Responsibilities

• Own the end-to-end CX strategy and program management for Identity and Onboarding.
• Partner with Identity and Onboarding Product, Design, and Engineering teams to influence roadmaps and ensure high-quality experiences.
• Build and maintain program scorecards tracking contact rates, CSAT, automation effectiveness, and quality guardrails.
• Drive launch readiness for Identity and Onboarding product releases with instrumentation and AI-enabled features.
• Develop and implement strategies to optimize operations via Eliminate, Automate, Optimize with cross-functional teams.

Skills

Product/PM experience

Data-driven decisions

Cross-functional collaboration

AI in product development

Customer experience focus

Job description

Coinbase is seeking a seasoned leader to own the end-to-end CX strategy for Identity and Onboarding. You will partner with Product, Design, and Engineering to ensure in-product and support experiences are seamless and high quality.

Leverage data to build business cases, track KPIs, and drive measurable improvements in CSAT and operational efficiency. You will lead cross-functional programs and launch readiness for major product releases, using AI responsibly to enhance results.