Senior CX Trading Program Lead (Remote-First)

Coinbase, Inc.; Denver (CO); Hybrid; USD 166,000 - 196,000; Full time

Job summary

Coinbase, Inc. is seeking a CX Trading Program Manager to own end-to-end support across trading products, reducing friction and improving customer retention for high-value clients.

You will align Trading product teams with CX operations, drive launches, and measure impact through CSAT and usage metrics. You will lead cross-functional programs with Sales, Compliance, and Trading teams, define KPI frameworks, and report progress to executives, while maintaining responsible AI governance to deliver

Qualifications

• 7+ years in program management, CX, or product operations with 5+ years in trading, brokerage, or financial services.
• Proven track record owning a high-value customer segment or business-critical program with explicit metrics.
• Experience defining strategy and leading cross-functional programs spanning 5+ teams with measurable outcomes.
• Ability to influence Director+ stakeholders and negotiate priorities across competing initiatives.
• Proficiency creating KPI frameworks, OKR glidepaths, and executive reporting linking CX to revenue and retention.
• Active FINRA Series 7 and Series 63 licenses.
• Uses generative AI responsibly with human oversight to improve workflow efficiency and quality.

Responsibilities

• Own a portfolio of trading product domains, including contact rate targets, launch readiness, and performance scorecards.
• Lead the high net worth CX program end-to-end, defining segment strategy, retention priorities, service model, and operating model.
• Set strategy and prioritization for ambiguous problems, aligning stakeholders on tradeoffs, resources, and sequencing.
• Build and execute a multi-quarter improvement roadmap with in-product fixes, CX improvements, and proactive support.
• Execute CX readiness for Tier 1 trading launches, coordinating across Product, WFM, L&D, and Tooling; measure post-launch impact.
• Partner with Trading product teams through regular reviews to surface VOC themes and deliver executive-ready reporting.

Skills

Program management

CX operations

Trading/financial services

Cross-functional leadership

Executive reporting

KPI OKR frameworks

FINRA Series 7/63

AI in business workflows

Job description

Coinbase, Inc. is seeking a CX Trading Program Manager to own end-to-end support across trading products, reducing friction and improving customer retention for high-value clients.

You will align Trading product teams with CX operations, drive launches, and measure impact through CSAT and usage metrics. You will lead cross-functional programs with Sales, Compliance, and Trading teams, define KPI frameworks, and report progress to executives, while maintaining responsible AI governance to deliver