Consumer Senior Program Lead (CX Programs) - Remote in US

Details

At Coinbase, our mission is to increase economic freedom in the world. 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. This role will 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.
• Analyze top Coinbase One (CB1) contact drivers: identify root causes, frequency, and customer impact; propose product improvements, automation, and self-service content to reduce friction.
• Continuously improve customer satisfaction (measured by CSAT) and position Priority Support as a clear value proposition for Coinbase One membership.
• Evolve Priority Support by improving routing, playbooks, processes, and tooling to deliver predictable quality at scale.
• Design save/retention strategies and enable agents to educate members on Coinbase One 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; prioritize 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.
• Partner cross-functionally with Product, CX, vendor partners, and Analytics; use experimentation to drive measurable 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: experience defining KPIs, partnering with Analytics, and using experimentation to drive improvements.
• Executive-ready communication and stakeholder management skills.
• Passion for Coinbase's mission and familiarity with cryptocurrency/blockchain concepts (cultural fit emphasized).

Nice to Have

• Experience leveraging LLM-based tools in support (automation, contact attribution, 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

• Target annual salary range plus target bonus, target equity, and benefits (medical, dental, vision, 401(k)).
• Medical, dental and vision plans with generous employee contributions.
• 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 be paid in digital currency.

Pay Transparency

• Pay Range: $124,780 — $146,800 USD (target annual salary; full-time offers also include target bonus + target equity + benefits).