Senior CX Trading Programs Lead - High-Impact Remote-First

Coinbase, Inc.; Honolulu (HI); 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 for trading products and to drive retention for high-value customers.

You will bridge Trading product teams and CX operations to reduce friction and ensure smooth product launches. You'll lead cross-functional programs across Sales, Concierge, Compliance/Risk, and Trading product, delivering multi-quarter roadmaps and measurable improvements to CSAT, cost, and adoption.

Qualifications

• 7+ years in program management, CX, or product operations.
• 5+ years in a trading, brokerage, or financial services environment.
• Proven track record owning a high-value customer segment or program.
• Ability to define strategy and lead cross-functional programs with 5+ teams.
• Experience influencing Directors and aligning priorities across competing initiatives.
• Proficiency with KPI frameworks, OKR glidepaths, and exec reporting.
• Active FINRA Series 7 and 63 licenses.
• Uses generative AI responsibly with human oversight.

Responsibilities

• Own a portfolio of trading product domains, including support contact rate reduction targets and launch readiness.
• Lead the high net worth CX program end-to-end with cross-functional partners.
• Set strategy and prioritization for ambiguous, high-stakes problems with exec alignment.
• Build and execute a multi-quarter improvement roadmap using in-product fixes and CX improvements.
• Coordinate CX readiness for Tier 1 trading launches and measure post-launch impact.
• Partner with Trading product teams through reviews and executive-ready reporting.

Skills

Program management

CX experience

Financial services

Strategic leadership

KPI frameworks

Job description

Coinbase, Inc. is seeking a CX Trading Program Manager to own end-to-end support for trading products and to drive retention for high-value customers.

You will bridge Trading product teams and CX operations to reduce friction and ensure smooth product launches. You'll lead cross-functional programs across Sales, Concierge, Compliance/Risk, and Trading product, delivering multi-quarter roadmaps and measurable improvements to CSAT, cost, and adoption.