Strategic Program Lead

Omaze; United States; On-site; USD 97,767 - 119,493; Full time

Job summary

Coinbase is seeking a Strategic Program Lead for the International CX team to ensure globally relevant, locally compliant, and regionally optimized customer experiences across APAC, EMEA, and the Americas. You will work with regional partners to adapt, localize, and scale initiatives, bringing CX into launch planning so regional customers are never an afterthought.

Required: 3+ years in program management within customer support operations, data-driven decision making, and experience in

Qualifications

• 3+ years in program management within customer support operations.
• Ability to use quantitative analysis to guide decisions and measure CX outcomes.
• Experience across regulated markets (EMEA, APAC) with AML/KYC knowledge.
• Cross-functional partnering with Product, Engineering, Compliance, and Operations.
• Responsible use of generative AI with human oversight.

Responsibilities

• Own regional launch readiness for local markets, including language, payments, regulatory coverage.
• Surface and prioritize region-specific friction with clear paths to resolution.
• Adapt global programs for local context with regulatory and cultural considerations.
• Partner with regional CX, Ops, Risk, and Compliance leads to align on experience quality and regulatory requirements.
• Represent regional customers in global forums, guiding roadmap discussions.

Skills

Program management

Customer support ops

Data analysis

Cross-functional collaboration

Regulatory knowledge

AI usage

Job description

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

• 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.