Senior Strategic Program Manager

Join Coinbase as a Senior Strategic Program Manager in the Customer Experience (CX) team. You will be responsible for the end-to-end support experience across Coinbase's trading products, focusing on high-value trading customers. Your role will involve bridging trading product teams and CX operations, leading the high net worth CX program, setting program strategy, executing CX readiness for trading launches, and partnering with trading product teams. You should have 7+ years of experience in program management, CX, or product operations, with a background in trading, brokerage, or financial services.

• Assurer la gestion de l'expérience client pour les produits de trading de Coinbase, en réduisant les frictions et en garantissant le succès des lancements de produits.
• Diriger le programme CX pour les clients à valeur nette élevée, en définissant la stratégie de segment et les priorités de rétention.
• Établir la stratégie du programme et les cadres de priorisation pour des problèmes ambigus et à enjeux élevés, en influençant les parties prenantes.

• 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