Senior Strategic Program Lead

Join Coinbase as a Senior Strategic Program Lead, where you'll own the customer experience strategy for critical onboarding journeys. You'll partner with Product, Engineering, and Design to influence roadmaps and ensure a seamless experience. Your responsibilities will include program management, building scorecards, driving launch readiness, and optimizing operations. The ideal candidate has 5+ years of experience in product and/or program management, customer experience, or product operations at an enterprise-scale company.

• Ownership of the customer experience strategy for critical onboarding journeys, including identity verification and account recovery.
• Partnership with Product, Engineering, and Design teams to influence roadmaps and ensure high-quality customer experiences.
• Development and implementation of strategies to optimize operations through an Eliminate, Automate, Optimize framework.

• Experience leading launch readiness and program execution for broadly defined business objectives without pre-established solutions, including managing cross-functional dependencies across multiple product areas
• Demonstrated ability to use data (contact rates, CSAT, retention metrics, opportunity sizing) to build business cases, influence product roadmaps across Identity, Onboarding, or similarly complex product domains and ship solutions using AI
• 5+ years in product and/or program management, customer experience, or product operations at an enterprise-scale company
• Track record of partnering with Product, Engineering, Design, and Analytics teams to deliver measurable customer outcomes, including defining KPIs, owning scorecards, and translating metric movements into clear narratives for leadership
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable customer improvements in efficiency, cost, and quality