Trading CX Program Lead - High-Impact, Cross-Functional

Coinbase, Inc.; Tallahassee (FL); Hybrid; USD 166,000 - 196,000; Full time

Job summary

Coinbase is seeking a CX Trading Program Manager on the CX Programs team within Customer Experience. You’ll own the end-to-end support experience across Coinbase’s trading products, aiming to reduce customer friction and drive retention for our highest-value traders.

You’ll bridge Trading product teams and CX operations to set strategy, coordinate launches, and measure impact on CSAT and contact volume, while leading cross-functional programs spanning five+ teams.

Qualifications

• 7+ years in program management, CX, or product operations.
• Experience owning high-value customer segments or business-critical programs.
• Ability to define strategy and lead cross-functional programs across 5+ teams.
• Experience influencing senior stakeholders and negotiating priorities.
• Proficiency with 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, with launch readiness and performance scorecards across half of global trading CX.
• Lead the high net worth CX program end-to-end, defining segment strategy, service model, and cross-functional operating model.
• Set program strategy and prioritization for ambiguous, high-stakes problems, aligning with Director+ stakeholders.
• Build and execute a multi-quarter improvement roadmap with in-product fixes and proactive support.
• Coordinate CX readiness for Tier 1 trading launches across Product, WFM, L&D, and Tooling; measure post-launch impact.
• Partner with Trading product teams through reviews to surface voice-of-customer themes and report impact.

Skills

Program management

CX

Product operations

Cross-functional leadership

KPI frameworks

OKR glidepaths

Executive reporting

Stakeholder influence

Retention

Job description

Coinbase is seeking a CX Trading Program Manager on the CX Programs team within Customer Experience. You’ll own the end-to-end support experience across Coinbase’s trading products, aiming to reduce customer friction and drive retention for our highest-value traders.

You’ll bridge Trading product teams and CX operations to set strategy, coordinate launches, and measure impact on CSAT and contact volume, while leading cross-functional programs spanning five+ teams.