Senior CX Programs Lead: Identity & Onboarding Strategy

Coinbase; New City (NY); On-site; USD 131,000 - 154,000; Full time

Job summary

Coinbase is seeking a Senior Strategic Program Lead on the Strategic Programs team within Customer Experience to own the onboarding journeys: identity verification, account recovery, login, and new-user KYC. You will partner with Product, Engineering, and Design to turn friction into prioritized work and measurable improvements.

You will build scorecards, influence roadmaps, and ensure launch readiness. The role emphasizes data-driven decisions and KPI ownership, with a focus on responsible AI

Qualifications

• 5+ years in product and/or program management, customer experience, or product operations at an enterprise-scale company.
• Use data to build business cases, influence product roadmaps across Identity, Onboarding, or similarly complex product domains and ship solutions using AI.
• Partner with Product, Engineering, Design, and Analytics teams to deliver measurable customer outcomes, including defining KPIs, owning scorecards, and translating metric movements into clear narratives for leadership.
• Experience leading launch readiness and program execution for broadly defined business objectives without pre-established solutions, including managing cross-functional dependencies across multiple product areas.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable customer improvements in efficiency, cost, and quality.

Responsibilities

• Own the end-to-end CX strategy and program management for Identity and Onboarding, building and operationalizing long-term plans informed by customer feedback, contact rate analysis, business priorities and market trends.
• Partner with Identity and Onboarding Product, Design, and Engineering teams to influence roadmaps, ensuring the experience from in-product flows through support is intentional and high-quality.
• Build and maintain program scorecards tracking contact rates, CSAT, automation effectiveness, and quality guardrails, using them to frame product opportunities with clear impact sizing and prioritized recommendations.
• Drive launch readiness for Identity and Onboarding product releases, ensuring sad path experiences are fully scoped in partnership with Product, determine instrumentation requirements for our operational teams and leverage AI to build and ship features.
• Develop and implement strategies to optimize operations through an Eliminate, Automate, Optimize framework in close collaboration with Product, Operations, AI, and Analytics teams.

Skills

Data analysis

Roadmap influence

Cross-functional collaboration

AI in product

Program management

Job description

Coinbase is seeking a Senior Strategic Program Lead on the Strategic Programs team within Customer Experience to own the onboarding journeys: identity verification, account recovery, login, and new-user KYC. You will partner with Product, Engineering, and Design to turn friction into prioritized work and measurable improvements.

You will build scorecards, influence roadmaps, and ensure launch readiness. The role emphasizes data-driven decisions and KPI ownership, with a focus on responsible AI