Trading CX Program Lead - Strategy & Launches

Coinbase, Inc.; Lansing (MI); Hybrid; USD 166,000 - 196,000; Full time

Job summary

Coinbase is seeking a CX Trading Program Manager to own end-to-end support for our trading products and to supervise the high-value customer segment within the Customer Experience organization. You will bridge Trading product teams with CX operations to reduce friction, ensure smooth product launches, and drive retention for the customers who matter most to our trading business.

This role requires coordinating with Sales, Concierge, Compliance/Risk, and Trading, and delivering a multi-quarter

Qualifications

• 7+ years in program management, CX, or product operations.
• Experience in trading, brokerage, or financial services.
• Ability to define strategy and lead cross-functional programs spanning 5+ teams with measurable outcomes.
• Proficiency in KPI frameworks, OKR glidepaths, and executive reporting.
• Active FINRA Series 7 and Series 63 licenses.

Responsibilities

• Own a portfolio of trading product domains, including support contact rate reduction targets, launch readiness, and performance scorecards across approximately half of the global trading CX scope
• Lead the high net worth CX program end-to-end, defining segment strategy, retention priorities, the service model, and the cross-functional operating model spanning Sales, Concierge, Compliance/Risk, and Trading product
• Set program strategy and prioritization frameworks for ambiguous, high-stakes problems, influencing Director+ stakeholders to align on tradeoffs, resources, and sequencing
• Build and execute a multi-quarter improvement roadmap that combines in-product fixes with CX-owned improvements through automation, help center content, and proactive support to reduce top contact drivers
• Execute CX readiness for Tier 1 trading launches, coordinating across Product, WFM, L&D, and Tooling, then measuring post-launch impact on CSAT, contact volume, and adoption
• Partner with Trading product teams through regular operational reviews that surface voice-of-customer themes, quantify business impact, and close performance gaps with executive-ready reporting

Skills

Program management

CX

Financial services

Stakeholder management

OKR frameworks

Executive reporting

Generative AI

Job description

Coinbase is seeking a CX Trading Program Manager to own end-to-end support for our trading products and to supervise the high-value customer segment within the Customer Experience organization. You will bridge Trading product teams with CX operations to reduce friction, ensure smooth product launches, and drive retention for the customers who matter most to our trading business.

This role requires coordinating with Sales, Concierge, Compliance/Risk, and Trading, and delivering a multi-quarter