Strategic Programs Lead, CX Trading & Retention

Coinbase, Inc.; Augusta (ME); Remote; USD 166,000 - 196,000; Full time

Job summary

Coinbase is seeking a CX Trading Program Manager to own end-to-end support for its trading products, coordinating with Sales, Concierge, Compliance/Risk, and Trading teams to reduce friction and improve retention for high-value clients.

The role requires 7+ years in program management or CX within financial services, with 5+ years in trading. You’ll define strategy, oversee multi-team programs, and report outcomes to leadership, including post-launch impact analysis.

Qualifications

• 7+ years in program management, CX, or product operations.
• 5+ years in a trading, brokerage, or financial services environment.
• Proven track record owning a high-value customer segment or business-critical program.
• Demonstrated ability to define strategy and lead complex cross-functional programs spanning 5+ teams.
• Experience influencing Director+ stakeholders and aligning priorities without direct authority.
• Proficiency defining 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 support contact rate reduction targets and launch readiness.
• Lead the high net worth CX program end-to-end with cross-functional teams across 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 with in-product fixes and CX-driven enhancements.
• Execute CX readiness for Tier 1 trading launches and measure post-launch impact on CSAT and adoption.
• Partner with Trading product teams through regular reviews to surface voice-of-customer themes and drive executive-ready reports.

Skills

Program management

CX experience

Product operations

Trading/brokerage

Cross-functional leadership

KPI frameworks

Executive reporting

AI governance

Job description

Coinbase is seeking a CX Trading Program Manager to own end-to-end support for its trading products, coordinating with Sales, Concierge, Compliance/Risk, and Trading teams to reduce friction and improve retention for high-value clients.

The role requires 7+ years in program management or CX within financial services, with 5+ years in trading. You’ll define strategy, oversee multi-team programs, and report outcomes to leadership, including post-launch impact analysis.