Senior CX Strategy & Programs Lead | Remote-First

Coinbase, Inc.; Jefferson City (MO); Hybrid; USD 131,000 - 154,000; Full time

Job summary

Coinbase, Inc. is seeking a Senior Strategic Program Lead within Customer Experience to own the onboarding journeys—identity verification, account recovery, login, and KYC. You will partner with Product, Engineering, and Design to influence roadmaps using customer data and to turn friction into prioritized product work.

You will drive launch readiness, build program scorecards, and apply AI responsibly to scale operations while delivering measurable improvements in efficiency, cost, and quality.

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 to drive measurable customer outcomes.
• Experience leading launch readiness and cross-functional program execution for broad objectives.
• 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.
• Influence roadmaps with customer-grounded data across Product, Design, and Engineering.
• Build and maintain scorecards tracking contact rates, CSAT, automation, and quality guardrails.
• Drive launch readiness for Identity and Onboarding product releases with instrumentation requirements.
• Collaborate to optimize operations through Eliminate, Automate, and Optimize initiatives.

Skills

Strategic program management

Customer experience

Data-driven decision making

AI integration

Cross-functional collaboration

Job description

Coinbase, Inc. is seeking a Senior Strategic Program Lead within Customer Experience to own the onboarding journeys—identity verification, account recovery, login, and KYC. You will partner with Product, Engineering, and Design to influence roadmaps using customer data and to turn friction into prioritized product work.

You will drive launch readiness, build program scorecards, and apply AI responsibly to scale operations while delivering measurable improvements in efficiency, cost, and quality.