Senior CX Strategy & Onboarding Lead

Coinbase, Inc.; Tallahassee (FL); Remote; USD 131,000 - 154,000; Full time

Job summary

Coinbase is seeking a Senior Strategic Program Lead in the Strategic Programs team within Customer Experience. You will own the customer onboarding journeys, including identity verification and KYC, collaborating with Product, Engineering, and Design to turn friction into prioritized work.

You will build program scorecards, drive launch readiness, and leverage AI to ship features, while partnering across teams to deliver measurable customer outcomes and improved efficiency.

Qualifications

• 5+ years in product and/or program management, customer experience, or product operations at an enterprise-scale company.
• Demonstrated ability to use data (contact rates, CSAT, retention metrics) to build business cases and influence roadmaps.
• Track record of partnering with Product, Engineering, Design, and Analytics teams to deliver measurable customer outcomes.

Responsibilities

• Own end-to-end CX strategy and program management for Identity and Onboarding, informed by feedback and priorities.
• Partner with product, design, and engineering to ensure seamless in-product and support experiences.
• Build and maintain scorecards tracking contact rates, CSAT, automation, and quality guardrails with clear impact sizing.
• Drive launch readiness for Identity and Onboarding product releases with instrumentation for ops and AI features.
• Develop strategies to Eliminate, Automate, and Optimize in collaboration with cross-functional teams.

Skills

Data-driven decisions

Cross-functional collaboration

Program management

AI governance

CX strategy

Tools

Generative AI

Analytics platforms

Job description

Coinbase is seeking a Senior Strategic Program Lead in the Strategic Programs team within Customer Experience. You will own the customer onboarding journeys, including identity verification and KYC, collaborating with Product, Engineering, and Design to turn friction into prioritized work.

You will build program scorecards, drive launch readiness, and leverage AI to ship features, while partnering across teams to deliver measurable customer outcomes and improved efficiency.