Senior Strategic Program Manager

Coinbase; Charlotte (NC); Hybrid; USD 166,000 - 196,000; Full time

Benefits offered by this job

Equity

Bonus eligibility

Medical, dental, vision, 401(k)

Job summary

Coinbase is seeking a CX Trading Program Manager to own end-to-end support across trading products, driving down contact rates and boosting retention for high-value customers.

You will coordinate across Sales, Concierge, Compliance/Risk, and Trading teams, set strategy, and drive multi-quarter improvements from in-product fixes to proactive support. FINRA licenses required.

Qualifications

• 7+ years in program management, CX, or product ops in trading/financial services.
• Proven track record owning high-value customer segment or program with retention/revenue impact.
• Cross-functional programs spanning 5+ teams with measurable outcomes.
• Ability to influence Directors+ and negotiate priorities without direct authority.
• Experience defining KPI frameworks and executive reporting linked to CX metrics.
• FINRA Series 7 and Series 63 licenses held and active.

Responsibilities

• Own a portfolio of trading product domains with targets and launch readiness.
• Lead the high net worth CX program end-to-end across Sales, Concierge, Compliance, and Trading.
• Set strategy and prioritization frameworks for ambiguous, high-stakes problems.
• Build and execute multi-quarter roadmap combining in-product fixes and CX improvements.
• Coordinate CX readiness for Tier 1 launches and measure post-launch impact.
• Surface voice-of-customer themes and report to executives.

Skills

Program management

CX experience

Product operations

Trading/financial services

Cross-functional leadership

KPI frameworks

Education

FINRA Series 7 license

FINRA Series 63 license

Job description

Ready to do the most impactful work of your career? AtCoinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.”learn more about working at Coinbase.

As a CX Trading Program Manager on the CX Programs team within Customer Experience, you'll own the end-to-end support experience across Coinbase's trading products, including the differentiated service model for our highest-value trading customers. You'll bridge Trading product teams and CX operations to reduce customer friction, ensure smooth product launches, and drive retention for the customers who matter most to our trading business.

What you'll do:

• 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

Required Skills and Experience:

• 7+ years in program management, CX, or product operations, with 5+ years in a trading, brokerage, or financial services environment
• Proven track record owning a high-value customer segment or business-critical program where retention, revenue, or market share were explicit success metrics
• Demonstrated ability to define strategy and lead complex cross-functional programs spanning 5+ teams (including Sales, Compliance, and BPO partners) with measurable business outcomes
• Experience influencing Director+ stakeholders, negotiating priorities across competing initiatives, and driving alignment without direct authority
• Proficiency defining KPI frameworks, OKR glidepaths, and executive reporting that connects CX performance metrics to revenue and retention impact
• Active FINRA Series 7 and Series 63 licenses
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Position ID #: P77911

Pay Transparency Notice: Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).

Annual base salary range (excluding equity and bonus):: $166,345 USD - $195,700 USD

• Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.