Senior Strategic Program Manager

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