Note: The job is a remote job and is open to candidates in USA. Coinbase is hiring a Senior Strategic Program Manager to own the end-to-end customer support experience across its trading products. The role leads the high-net-worth customer program, coordinates product launches and cross-functional improvements, and drives customer retention and reduced support friction.
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
- 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
Benefits
- Equity and bonus eligibility
- Medical, dental, and vision benefits
- 401(k)
- Remote-first work arrangement, with quarterly in-person working sessions (“surges”).
Company Overview
Company H1B Sponsorship