Senior CX Strategy & Onboarding Programs Lead

Jackalope Digital LLC; Northern (KY); Hybrid; USD 131,000 - 154,000; Full time

Job summary

Coinbase is seeking a Senior Strategic Program Lead within the Customer Experience team to own the CX strategy for Identity verification, onboarding, login, and new-user KYC. You will collaborate with Product, Engineering, and Design to shape roadmaps based on customer data and friction reduction, turning insights into prioritized product work.

You will build scorecards to monitor KPIs, drive launch readiness, and apply AI responsibly to deliver measurable improvements in efficiency, cost, and

Qualifications

• 5+ years in product and/or program management, customer experience, or product operations at an enterprise-scale company.
• Proven 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 drive measurable outcomes.
• Experience leading launch readiness and program execution across multiple product areas.
• Uses generative AI responsibly with human oversight to improve efficiency and quality.

Responsibilities

• Own the end-to-end CX strategy and program management for Identity and Onboarding, informing long-term plans with feedback and trends.
• Partner with Identity and Onboarding Product, Design, and Engineering to influence roadmaps for in-product flows through support.
• Build and maintain program scorecards tracking contact rates, CSAT, automation, and quality guardrails.
• Drive launch readiness for Identity and Onboarding product releases, scoping sad path experiences and instrumentation needs.
• Develop strategies to optimize operations using an Eliminate, Automate, Optimize framework with cross-functional teams.

Skills

Product/Program management

Data-driven decision making

Cross-functional collaboration

Launch readiness

Responsible AI usage

Job description

Coinbase is seeking a Senior Strategic Program Lead within the Customer Experience team to own the CX strategy for Identity verification, onboarding, login, and new-user KYC. You will collaborate with Product, Engineering, and Design to shape roadmaps based on customer data and friction reduction, turning insights into prioritized product work.

You will build scorecards to monitor KPIs, drive launch readiness, and apply AI responsibly to deliver measurable improvements in efficiency, cost, and