Coinbase

Runs a crypto exchange and stores digital assets

Senior Strategic Program Manager

Program ManagementConfirmed live in the last 24 hours

Full-timeRemote in USA

About the Job

Requirements

At least 7 years of experience in program management, customer experience, or product operations, including at least 5 years in a trading, brokerage, or financial services environment.
A proven track record owning a high-value customer segment or business-critical program with retention, revenue, or market share as explicit success metrics.
Demonstrated ability to define strategy and lead complex cross-functional programs spanning at least five teams, including Sales, Compliance, and business process outsourcing partners, with measurable business outcomes.
Experience influencing Director-level and more senior stakeholders, negotiating priorities across competing initiatives, and driving alignment without direct authority.
Proficiency defining key performance indicator frameworks, objectives and key results glidepaths, and executive reporting that connects customer experience performance metrics to revenue and retention impact.
Active FINRA Series 7 and Series 63 licenses.
Ability to use generative artificial intelligence responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

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 customer experience scope.
Lead the high net worth customer experience program end-to-end by 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-level and more senior stakeholders to align on tradeoffs, resources, and sequencing.
Build and execute a multi-quarter improvement roadmap combining in-product fixes with customer experience-owned improvements through automation, help center content, and proactive support to reduce top contact drivers.
Execute customer experience readiness for Tier 1 trading launches by coordinating across Product, workforce management, learning and development, and Tooling, then measuring post-launch impact on customer satisfaction, 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.

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 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, including the differentiated service model for our highest-value trading customers. You'll bridge Trading product teams and CX operations to reduce customer friction, ensure smooth product launches, and drive retention for the customers who matter most to our trading business.

What you'll do:

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

Required Skills and Experience:

7+ years in program management, CX, or product operations, with 5+ years in a trading, brokerage, or financial services environment
Proven track record owning a high-value customer segment or business-critical program where retention, revenue, or market share were explicit success metrics
Demonstrated ability to define strategy and lead complex cross-functional programs spanning 5+ teams (including Sales, Compliance, and BPO partners) with measurable business outcomes
Experience influencing Director+ stakeholders, negotiating priorities across competing initiatives, and driving alignment without direct authority
Proficiency defining KPI frameworks, OKR glidepaths, and executive reporting that connects CX performance metrics to revenue and retention impact
Active FINRA Series 7 and Series 63 licenses
Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Position ID #: P77911

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):

$166,345—$195,700 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 thetutorial.
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.

Annual base salary range (excluding equity and bonus): 166345 - 195700 USD

About the Company

Coinbase

Runs a crypto exchange and stores digital assets

Coinbase runs a cryptocurrency exchange for individuals and institutions, alongside financial apps for trading stocks and other assets where available. Its consumer app brings buying, selling and account management together, while Coinbase Prime combines trading, custody and financing for institutional clients. Developers use its software interfaces to build wallets and payment services into their own applications, and customers link traditional bank accounts to move money into or out of crypto. Coinbase earns transaction fees and charges for subscriptions and services such as custody. It was founded in 2012 and is a US company without a physical headquarters.

Company size: 1,001-5,000
Company stage: IPO
Headquarters: San Francisco, CA
Founded: 2012

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