Senior CX Trading Programs Lead

Coinbase, Inc.; Austin (TX); Hybrid; USD 166,000 - 196,000; Full time

Job summary

Coinbase, Inc. seeks a CX Trading Program Manager to own end-to-end support for trading products, bridging Trading product teams and CX operations to reduce friction and boost retention.

The role drives program strategy, executes improvements across multiple teams, and measures impact on CSAT, volume, and adoption. This is a remote-first, with quarterly in-person surges, offering high visibility and impact.

Qualifications

• 7+ years in program management, CX, or product operations with 5+ years in trading or financial services.
• Proven track record owning a high-value customer segment or business-critical program with retention, revenue, or market share metrics.
• Demonstrated ability to define strategy and lead cross-functional programs spanning 5+ teams with measurable outcomes.
• Experience influencing Director+ stakeholders and negotiating priorities across initiatives without direct authority.
• Proficiency defining KPI frameworks, OKR glidepaths, and executive reporting linking CX to revenue.
• Active FINRA Series 7 and Series 63 licenses.
• Utilizes generative AI responsibly with human oversight to improve workflows.

Responsibilities

• Own a portfolio of trading product domains with launch readiness and performance scorecards across global CX scope.
• Lead the high net worth CX program end-to-end, defining segment strategy and cross-functional operating model.
• Set strategy and prioritization frameworks for ambiguous, high-stakes problems influencing stakeholders.
• Build and execute a multi-quarter improvement roadmap with in-product fixes and CX-led enhancements.
• Execute CX readiness for Tier 1 trading launches, coordinating across Product, WFM, L&D, and Tooling.
• Partner with Trading product teams through reviews that surface VOC themes and drive executive-ready reporting.

Skills

Program management

CX

Product operations

Cross-functional leadership

KPI frameworks

Executive reporting

FINRA Series 7

Series 63

Job description

Coinbase, Inc. seeks a CX Trading Program Manager to own end-to-end support for trading products, bridging Trading product teams and CX operations to reduce friction and boost retention.

The role drives program strategy, executes improvements across multiple teams, and measures impact on CSAT, volume, and adoption. This is a remote-first, with quarterly in-person surges, offering high visibility and impact.