Senior Strategic Program Manager

Coinbase; New York (NY); 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 and smooth product launches across high-value customers.

You will coordinate with Sales, Concierge, Compliance, Risk, and Trading teams to reduce friction and implement a multi-quarter improvement roadmap including in-product fixes, help center content, and proactive support. Requires 7+ years in program management or CX, 5+ years in trading/financial services, and FINRA

Qualifications

• 7+ years in program management, CX, or product operations.
• 5+ years in trading, brokerage, or financial services.
• Proven ability to define strategy and lead complex cross-functional programs spanning 5+ teams.
• Experience influencing Director+ stakeholders and aligning priorities without direct authority.
• Proficiency defining KPI frameworks, OKR glidepaths, and executive reporting.
• Active FINRA Series 7 and Series 63 licenses.
• Uses generative AI responsibly with human oversight to deliver improvements.

Responsibilities

• Own a portfolio of trading product domains, including targets, launch readiness, and performance scorecards across substantial CX scope.
• Lead the high net worth CX program end-to-end with cross-functional operating model across Sales, Concierge, Compliance/Risk, and Trading product.
• Set program strategy and prioritization frameworks for ambiguous, high-stakes problems with executive alignment.
• Build and execute a multi-quarter improvement roadmap combining in-product fixes, CX 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 and volume.
• Partner with Trading product teams through regular operational reviews that surface voice-of-customer themes and drive actionable reporting.

Skills

Program management

CX operations

Product operations

Trading

Financial services

KPI frameworks

OKR frameworks

Executive reporting

FINRA Series 7

FINRA Series 63

Generative AI

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

• Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
• 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.
• US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
• Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com.Need screen reading technology? Click here to download a free compatible screen reader and view thetutorial.
• Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.