Senior CX Trading Programs Lead

Gohyred; United States; Hybrid; USD 166,000 - 196,000; Full time

Benefits offered by this job

Equity

Bonus eligibility

Medical benefits

401(k)

Job summary

Coinbase is seeking a CX Trading Program Manager within Customer Experience to own end-to-end support across trading products and to reduce customer friction. You will bridge Trading product teams and CX operations to drive retention for high-value customers and measure impact through executive-ready reporting.

You will define strategy and roadmaps, coordinate across Sales, Concierge, Compliance/Risk, and Trading product, and execute multi-quarter improvements through automation and proactive

Qualifications

• 7+ years in program management, CX, or product operations in financial services.
• Proven track record owning high-value customer segments or business-critical programs with retention/revenue metrics.
• Experience leading cross-functional programs spanning 5+ teams with measurable outcomes.

Responsibilities

• Own a portfolio of trading product domains, including targets and launch readiness.
• Lead the high net worth CX program end-to-end with cross-functional alignment.
• Define strategy, prioritization frameworks, and executive-ready reporting for tradeoffs.
• Build and execute multi-quarter improvement roadmaps combining in-product fixes and CX improvements.
• Execute CX readiness for Tier 1 launches, coordinating across Product, WFM, L&D, and Tooling.
• Partner with Trading product teams through reviews surfacing VOC themes and closing gaps.

Skills

Program management

CX

Cross-functional leadership

Executive reporting

Tools

KPI frameworks

OKR planning

Job description

Coinbase is seeking a CX Trading Program Manager within Customer Experience to own end-to-end support across trading products and to reduce customer friction. You will bridge Trading product teams and CX operations to drive retention for high-value customers and measure impact through executive-ready reporting.

You will define strategy and roadmaps, coordinate across Sales, Concierge, Compliance/Risk, and Trading product, and execute multi-quarter improvements through automation and proactive