Senior Strategic Program Manager

Coinbase, Inc.; Santa Fe (NM); Remote; USD 166,000 - 196,000; Full time

Job summary

Coinbase is seeking a CX Trading Program Manager to own end‑to‑end support for trading products and the high‑net‑worth segment. You will bridge Trading product teams with CX operations to reduce friction, drive launches, and improve retention across global trading customers.

You will define strategy, lead cross‑functional programs across 5+ teams, and build multi‑quarter roadmaps focused on automation, content, and proactive support to reduce top contact drivers.

Qualifications

• 7+ years in program management, CX, or product operations in financial services.
• Proven track record leading high-value customer segments or programs with retention/revenue metrics.
• Experience coordinating 5+ teams (Sales, Compliance, etc.) with measurable outcomes.
• Ability to influence Directors+ and prioritize competing initiatives without direct authority.
• Proficiency in KPI/OKR frameworks and executive reporting.
• Active FINRA Series 7 and Series 63 licenses.
• Responsible use of AI to improve workflows with human oversight.

Responsibilities

• Own a portfolio of trading product domains, including targets for contact rate reduction, launch readiness, and performance scorecards across about 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, aligning Directors+ on tradeoffs, resources, and sequencing.
• Build and execute a multi-quarter improvement roadmap that combines in-product fixes with CX-owned improvements via automation, Help Center content, and proactive support.
• Execute CX readiness for Tier 1 trading launches, coordinating across Product, WFM, L&D, and Tooling, then measuring post-launch impact on CSAT and adoption.
• Partner with Trading product teams through regular operational reviews to surface voice-of-customer themes and drive measurable business impact.

Skills

Program management

Cross-functional leadership

CX/Customer experience

KPI frameworks & OKR

Executive reporting

Regulatory/licenses (FINRA)

Job description

Ready to do the most impactful work of your career? At Coinbase, 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—$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 the tutorial.

• *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.