Strategic Program Lead

Coinbase, Inc.; Oklahoma City (OK); Hybrid; USD 92,000 - 125,000; Full time

Benefits offered by this job

Equity

Bonus eligibility

Benefits (medical, dental, vision, 401

Remote-first with quarterly surges

Job summary

Coinbase, Inc. is seeking a Strategic Program Lead for International CX to ensure globally relevant and locally compliant customer experiences across APAC, EMEA, and the Americas.

You will work with regional partners to adapt, localize, and scale initiatives while embedding CX into launch planning. You will partner with Product, Engineering, Compliance, and Operations to drive programs across geographies, monitor region-specific friction, and deliver measurable improvements in workflow

Qualifications

• 3+ years of program management in customer support operations, with hands-on product/ops integrations.
• Experience using regional data to prioritize issues and measure CX outcomes.
• Experience across multiple regulated markets with AML/KYC or financial services regulations.

Responsibilities

• Own regional launch readiness by localizing product launches (language, payments, compliance).
• Identify region-specific friction and surface issues to PMs and Product teams with clear resolution paths.
• Adapt global programs for local context in collaboration with Product and Engineering teams.
• Produce monthly SLA reports for regulated entities in partnership with regional leads.
• Represent regional needs in global forums to influence roadmaps and launch planning.

Skills

Program management

CX operations

Regulatory compliance

Cross-functional collaboration

AI governance

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 Strategic Program Lead on the International CX Strategic Programs team within the Customer Experience org, you'll ensure customer experiences are globally relevant, locally compliant, and regionally optimized across APAC, EMEA, and the Americas. You'll work horizontally across product domains and with regional partners to adapt, localize, and scale initiatives, bringing the CX perspective into launch planning so regional customers are never an afterthought.

What you’ll do:

• Own regional launch readiness by ensuring every product or policy launch is adapted for local markets, including language, payment methods, regulatory coverage, and agent enablement.

• Surface and prioritize region-specific friction by monitoring emerging issues and themes, elevating local trust-breaking patterns to Program Managers and Product teams with clear paths to resolution.

• Adapt global programs for local context by partnering with Program Managers and Product teams to customize policies, workflows, and automation where regulatory requirements or cultural behaviors differ.

• Partner with regional CX, Ops, Risk, and Compliance leads to align on local experience quality, legal requirements, and proactive mitigation of market-specific risks, including producing monthly SLA reports for regulated entities.

• Represent regional customers in global forums, ensuring roadmap discussions, launch planning, and issue prioritization reflect the needs of customers across all markets.

Required Skills and Experience:

• 3+ years of experience in program management within customer support operations, including hands‑on work with technical product or ops integrations.

• Demonstrated ability to use quantitative analysis and regional data to prioritize issues, inform launch decisions, and measure CX outcomes.

• Track record of operating across multiple regulated markets (e.g., EMEA, APAC) with working knowledge of compliance requirements such as AML/KYC, vulnerable customer obligations, or financial services regulations.

• Experience partnering cross-functionally with Product, Engineering, Compliance, and Operations teams to drive programs from planning through execution across multiple geographies.

• Utilizes generative AI responsibly, maintaining human oversight to deliver business‑ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

*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):

$108,630—$108,630 USD

• *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.

• *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.