Strategic CX Programs Lead - Trading & High-Value Clients

Coinbase, Inc.; Salem (OR); Hybrid; USD 166,000 - 196,000; Full time

Job summary

Coinbase is seeking a CX Trading Program Manager to own end-to-end support across our trading products, partnering with Trading, CX operations, and Sales to reduce friction and drive retention for key customers.

You will define strategies, set prioritization, and build multi-quarter roadmaps that combine product fixes with CX enhancements, measured by CSAT, contact volume, and adoption after Tier 1 launches.

Qualifications

• 7+ years in program management, CX, or product operations in financial services
• Proven track record owning a high-value customer segment with retention/revenue metrics
• Ability to define strategy and lead cross-functional programs across 5+ teams
• Experience influencing Director+ stakeholders without direct authority
• Proficiency defining KPI frameworks and executive reporting that connects CX to revenue
• 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 targets and launch readiness across the global trading CX scope
• Lead the high net worth CX program end-to-end, spanning Sales, Concierge, Compliance/Risk, and Trading product
• Set program strategy and prioritization frameworks for ambiguous, high-stakes problems
• Build and execute a multi-quarter improvement roadmap combining in-product fixes with CX enhancements
• Execute CX readiness for Tier 1 trading launches, coordinating across Product, WFM, L&D, and Tooling
• Partner with Trading product teams through regular operational reviews that surface voice-of-customer themes and report impact

Job description

Coinbase is seeking a CX Trading Program Manager to own end-to-end support across our trading products, partnering with Trading, CX operations, and Sales to reduce friction and drive retention for key customers.

You will define strategies, set prioritization, and build multi-quarter roadmaps that combine product fixes with CX enhancements, measured by CSAT, contact volume, and adoption after Tier 1 launches.