Strategic Programs Manager – Trading CX & VIP Retention

Coinbase, Inc.; United States; Hybrid; USD 166.000 - 196.000; Vollzeit

Zusammenfassung

Coinbase is seeking a CX Trading Program Manager to own end-to-end support across our trading products. You will bridge Trading product teams and CX operations to reduce customer friction, drive product launches, and improve retention for our highest-value customers.

You will define strategy for complex programs, lead multi-team initiatives, and measure success with executive-ready reporting. This role emphasizes responsible use of AI with human oversight and requires FINRA Series 7 and 63

Qualifikationen

• 7+ years in program management, CX, or product operations in finance or trading environments.
• Proven ability to own high-value customer segments or critical programs with measurable outcomes.
• Experience leading cross-functional programs spanning multiple teams (Sales, Compliance, Trading product, etc.).
• Ability to influence Directors and above without direct authority.
• Experience defining KPI frameworks and executive reporting linking CX to revenue/retention.
• Active FINRA Series 7 and Series 63 licenses.

Aufgaben

• Own a portfolio of trading product domains, including targets for contact rate reduction, launch readiness, and performance scorecards across roughly half the global trading CX scope.
• Lead the high net worth CX program end-to-end, defining segment strategy and cross-functional operating model.
• Set strategy and prioritization frameworks for ambiguous problems, aligning stakeholders on tradeoffs and sequencing.
• Build and execute a multi-quarter improvement roadmap combining in-product fixes and CX-driven improvements.
• Execute CX readiness for Tier 1 trading launches, coordinating with Product, WFM, L&D, and Tooling, and measure impact on CSAT and adoption.
• Partner with Trading product teams through regular reviews to surface VOC themes and drive improvements with executive-ready reporting.

Kenntnisse

Program management

CX

Product operations

Cross-functional collaboration

Influencing stakeholders

FINRA Series 7 & Series 63

Jobbeschreibung

Coinbase is seeking a CX Trading Program Manager to own end-to-end support across our trading products. You will bridge Trading product teams and CX operations to reduce customer friction, drive product launches, and improve retention for our highest-value customers.

You will define strategy for complex programs, lead multi-team initiatives, and measure success with executive-ready reporting. This role emphasizes responsible use of AI with human oversight and requires FINRA Series 7 and 63