Senior Strategic Programs Lead, Trading CX

Coinbase, Inc.; Trenton (NJ); À distance; USD 166 000 - 196 000; Plein temps

Avantages offerts par ce poste

Equity

Bonus eligibility

Medical, dental, vision, 401(k)

Résumé du poste

Coinbase is hiring a CX Trading Program Manager to own end-to-end support across our trading products and to reduce friction for high-value customers. You will bridge Trading product teams and CX operations to improve launches, retention, and overall customer experience.

Role requires leading cross-functional programs across multiple teams, setting KPI frameworks, and influencing senior stakeholders. Base salary is disclosed with equity and bonus eligibility, reflecting a remote-first US

Qualifications

• 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 with retention, revenue, or market share metrics.
• Experience defining strategy and leading cross-functional programs spanning 5+ teams with measurable outcomes.
• Experience influencing Directors+ and aligning priorities without direct authority.
• Proficiency in defining KPI frameworks, OKR glidepaths, and executive reporting linking CX to revenue/retention.
• Active FINRA Series 7 and Series 63 licenses.
• Uses generative AI responsibly with human oversight to improve workflow efficiency, cost, and quality.

Responsabilités

• Own a portfolio of trading product domains, including support contact rate reduction targets, launch readiness, and performance scorecards across half of global trading CX scope.
• Lead the high net worth CX program end-to-end, defining segment strategy, retention priorities, service model, and cross-functional operating model.
• Set program strategy and prioritization frameworks for ambiguous, high-stakes problems, aligning with Director+ stakeholders on tradeoffs and resources.
• Build and execute a multi-quarter improvement roadmap with in-product fixes and CX-led enhancements through automation, help center content, and proactive support.
• Execute CX readiness for Tier 1 trading launches, coordinating across Product, WFM, L&D, and Tooling, measuring impact on CSAT, contact volume, and adoption.
• Partner with Trading product teams through regular operational reviews that surface VOC themes and quantify business impact.

Connaissances

Program management

CX operations

Cross-functional leadership

KPI frameworks

Executive reporting

FINRA Series 7

FINRA Series 63

Description du poste

Coinbase is hiring a CX Trading Program Manager to own end-to-end support across our trading products and to reduce friction for high-value customers. You will bridge Trading product teams and CX operations to improve launches, retention, and overall customer experience.

Role requires leading cross-functional programs across multiple teams, setting KPI frameworks, and influencing senior stakeholders. Base salary is disclosed with equity and bonus eligibility, reflecting a remote-first US