Senior CX Trading Programs Lead

Coinbase, Inc.; Carson City (NV); Hybrid; USD 166,000 - 196,000; Full time

Job summary

Coinbase is seeking a CX Trading Program Manager to own end-to-end support across trading products, reducing friction and enabling smooth launches for high-value customers. You will bridge Trading product teams and CX operations to drive retention and improve the customer experience.

In this role, you will define strategy, build cross-functional programs across Sales, Compliance/Risk, and Trading, and lead multi-quarter roadmaps that combine product fixes with CX improvements through automation

Qualifications

• 7+ years in program management, CX, or product operations.
• 5+ years in trading, brokerage, or financial services.
• Proven track record owning high-value customer segments or critical programs.
• Experience leading cross-functional programs across 5+ teams.
• Ability to influence Directors+ and align priorities without direct authority.
• Proficiency with KPI frameworks, OKR glidepaths and executive reporting.
• FINRA Series 7 and Series 63 licenses.
• Responsible use of generative AI with human oversight.

Responsibilities

• Own a portfolio of trading product domains, including support contact rate reduction targets, launch readiness, and performance scorecards across approximately half of the global trading CX scope.
• Lead the high net worth CX program end-to-end, defining segment strategy, retention priorities, the service model, and the cross-functional operating model spanning Sales, Concierge, Compliance/Risk, and Trading product.
• Set program strategy and prioritization frameworks for ambiguous, high-stakes problems, influencing Director+ stakeholders to align on tradeoffs, resources, and sequencing.
• Build and execute a multi-quarter improvement roadmap that combines in-product fixes with CX-owned improvements through automation, help center content, and proactive support to reduce top contact drivers.
• Execute CX readiness for Tier 1 trading launches, coordinating across Product, WFM, L&D, and Tooling, then measuring post-launch impact on CSAT, contact volume, and adoption.
• Partner with Trading product teams through regular operational reviews that surface voice-of-customer themes, quantify business impact, and close performance gaps with executive-ready reporting.

Skills

Program management

CX programs

Trading / financial services

Cross-functional leadership

Stakeholder influence

KPI & OKR reporting

FINRA licenses

AI governance

Job description

Coinbase is seeking a CX Trading Program Manager to own end-to-end support across trading products, reducing friction and enabling smooth launches for high-value customers. You will bridge Trading product teams and CX operations to drive retention and improve the customer experience.

In this role, you will define strategy, build cross-functional programs across Sales, Compliance/Risk, and Trading, and lead multi-quarter roadmaps that combine product fixes with CX improvements through automation