C
Coinbase
Manager of Strategic Programs
Skills
AICompliance
18 days ago
Share this opportunity
Share this opportunity to other talents of your network:
✓ Offer them a visibility boost with clients.
✓ Help your contacts find their next job.
Important information
Contract type:
Permanent
Salary:
$166,345 – $195,700 / year
Location:
United States
Work mode:
Onsite
Published on:
4 October 2026
What they need
- 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
- 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- 7+ years in program management, CX, or product operations, with 5+ years in a trading, brokerage, or financial services environment
- 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
- Proven track record owning a high-value customer segment or business-critical program where retention, revenue, or market share were explicit success metrics
- 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
Other offers great for you!
These companies are also looking for great profiles
M
Mon Consultant Indépendant
Interim IT manager
TJM HT max 700 € (hors éventuels frais de mission, à discuter avec le client)
Freelance
Brussels, Belgium
Hybrid
Skills
Systèmes d'information
1 day ago
Quick apply
A
Andema
Manager de Dev
Freelance
Toulouse, France
Onsite
Skills
Tech Lead
1 hour ago
Quick apply
L
Les Recruteurs
Account Manager (H/F)
Permanent contract
Paris, France
Onsite
Skills
Sales RepresentativeAccount ManagerTerrainB2BProspection
1 hour ago
Quick apply
No company information available.