Consumer Senior Program Lead (B2C Customer Experience Programs)

Details

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

Our work culture is intense and isn’t for everyone. While many roles at Coinbase are remote-first, we are not remote-only: in-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment; attendance is expected and fully supported.

The CX Programs team drives strategy, planning, and execution for the Global Customer Support (GCS) organization, operating at the intersection of product and support to transform the customer experience. We’re hiring a Program Manager for Coinbase One to evolve Priority Support into a best-in-class offering and leverage CX to drive member retention and product adoption.

Responsibilities

• Own the end-to-end Coinbase One CX experience across Priority Support, Coinbase One Card, and Account Protection
• Deep dive top CB1 contact drivers to analyze root causes, frequency, and customer impact, and propose solutions that reduce friction through product improvements, automation, and self-service content
• Continuously improve customer satisfaction (measured by CSAT) to position Priority Support as a clear value proposition of the Coinbase One membership
• Evolve Priority Support by improving routing, playbooks, processes, and tooling to deliver predictable quality at scale
• Leverage Priority Support interactions as a retention driver by designing save strategies and enabling agents to educate members on CB1 benefits
• Drive product adoption at scale by designing treatments that guide members to new products and features
• Translate voice of customer insights into roadmap changes in partnership with CB1 Product, Engineering, and Design, prioritizing fixes that deliver measurable outcomes
• Enhance the Coinbase Debit Card support program by owning the full CX experience, setting quarterly goals, and driving targeted improvements

Requirements

• 5+ years in CX program management, project management, or product operations
• Proven success leading retention or scaled product adoption programs with measurable business impact
• Demonstrated ability to run high-impact cross-functional programs across Product, CX, and vendor partners
• Strong execution skills with a balance of strategic leadership and hands-on delivery
• Data-driven operator with experience defining KPIs, partnering with Analytics, and using experimentation to drive improvements
• Executive-ready communication and stakeholder management skills

Nice to Have

• Experience leveraging LLM-based tools in support such as automation, contact attribution, or sentiment analysis
• Experience with global support operations and improving launch quality in international markets
• Ability to design program prioritization frameworks for tradeoff decisions and ROI focus

Benefits and Additional Details

• Pay Range: $124,780—$146,800 USD (target annual salary; full-time offers also include bonus eligibility, equity eligibility, and benefits including medical, dental, vision and 401(k))
• Benefits include: Medical, Dental and Vision plans; Health Savings Account with company contributions; Disability and Life Insurance; 401(k) with company match; Wellness stipend; Mobile/Internet reimbursement; Connections stipend; Volunteer Time Off; Fertility counseling and benefits; generous time off/leave policy; option to get paid in digital currency
• P73031
• #LI-Remote

Commitment to Equal Opportunity

Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics. Coinbase is committed to providing reasonable accommodations to individuals with disabilities. For accommodation requests related to the application process, contact accommodations[at]coinbase.com.

AI Disclosure

Coinbase may pilot AI-based tools for initial screening interviews and for interview intelligence; human reviewers will assess interview responses. These pilots are used for testing and Coinbase will not use AI to make decisions impacting employment.