Strategic CX Programs Lead - High-Value Trading

Coinbase, Inc.; Northern (KY); Hybrid; USD 166,000 - 196,000; Full time

Benefits offered by this job

Equity

Bonus eligibility

Medical benefits

Dental benefits

Vision benefits

401(k)

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 with CX operations to reduce friction and deliver launch-ready improvements across multiple quarters. You will define strategy, align stakeholders, and oversee program health with KPI-based reporting, including post-launch impact on CSAT, contact volume, and adoption.

Qualifications

• 7+ years in program management, CX, or product operations.
• 5+ years in trading, brokerage, or financial services.
• Ability to lead cross-functional programs across 5+ teams with measurable outcomes.
• Experience influencing Directors and prioritizing without direct authority.
• Proficiency in KPI frameworks, OKR glidepaths, and executive reporting.
• Active FINRA Series 7 and Series 63 licenses.
• Responsible use of generative AI with human oversight.

Responsibilities

• Own a portfolio of trading product domains, including launch readiness and performance scorecards.
• Lead the high net worth CX program end-to-end across cross-functional teams.
• Define strategy and prioritization frameworks for high-stakes problems.
• Build and execute multi-quarter improvement roadmaps with automation and content improvements.
• Coordinate CX readiness for Tier 1 trading launches and measure post-launch impact.
• Surface customer themes and drive action with executive-ready reporting.

Skills

Program management

Customer Experience

Product operations

Trading/Brokerage

KPI frameworks

OKR reporting

FINRA Series 7

FINRA Series 63

AI governance

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 with CX operations to reduce friction and deliver launch-ready improvements across multiple quarters. You will define strategy, align stakeholders, and oversee program health with KPI-based reporting, including post-launch impact on CSAT, contact volume, and adoption.