CX Consumer Senior Program Lead

Details

At Coinbase, the Customer Experience (CX) organization is on a mission to provide the most trusted and value-added customer support in crypto. The CX Programs team leads strategy, planning, and execution for the Global Customer Success & Trust (GCST) organization, working at the intersection of product and support to transform the customer experience. This Senior Program Lead role is an individual-contributor position focused on ensuring customers have a seamless experience navigating risk- and payment-related issues by reducing friction, improving support quality, and driving automation that balances customer needs with protecting the business.

While many roles at Coinbase are remote-first, this role is not remote-only: in-person participation is required throughout the year (team and company offsites are held multiple times annually and attendance is expected).

Responsibilities

• Lead Coinbase’s CX risk and payment program as an individual contributor, owning strategy and program management for customer experience related to risk and payments.
• Build and operationalize a long-term strategy for risk using customer feedback and VOC, including engagement models, deflection pathways, and feedback loops to product teams.
• Develop and implement strategies to optimize customer service operations and drive continuous improvement.
• Collaborate with cross-functional teams including Operations, Product, Tooling, Analytics, Knowledge Management, Training, and Workforce Management.
• Act with urgency, demonstrating a bias for action and focusing on the 20% of work that yields 80% of impact.
• Identify and analyze data, customer feedback and trends to identify areas for improvement and implement corrective actions.
• Stay up to date on industry trends, best practices, and emerging technologies to drive innovation in CX Operations and Product.
• Develop and deliver proposals and presentations to stakeholders, providing insights on operational performance and CX opportunities.
• Manage cross-functional partnerships and synthesize insights from customers in risk and payments program areas.

Requirements

• 5+ years in program management, customer experience, or product operations roles, with direct hands-on experience driving support strategy.
• Experience with customer experience or support programs at an enterprise-scale company.
• Proven ability to lead cross-functional programs with product, CX, and XFN stakeholders.
• Track record of building or evolving programs that drove measurable business impact (e.g., customer sentiment, issue deflection, reputation management).
• Strong execution skills; comfortable balancing strategic leadership with direct ownership of high-priority initiatives.
• Data-driven decision-maker with experience defining KPIs and partnering closely with analytics to measure engagement and sentiment.
• Skilled communicator with executive presence and ability to influence at all levels, especially in public-facing interactions.

Nice to haves

• Experience in a risk or regulatory environment.
• Experience implementing or scaling LLM-based tools in customer support (e.g., contact attribution, automation, sentiment analysis).
• Proven track record of building executive-level reporting that ties agent performance to business outcomes (CSAT, sentiment, contact deflection).
• Familiarity with Lean or Six Sigma methodologies.
• Previous experience in Tech, Crypto, Finance or Fintech.
• Advanced understanding of Google Apps, Looker, JIRA or Salesforce.

Benefits & Additional Notes

• Pay Range: $124,780 — $146,800 USD (target bonus + target equity + benefits may also apply depending on location).
• Benefits include medical, dental, vision, HSA contributions, disability and life insurance, 401(k) with match, wellness stipend, mobile/internet reimbursement, connections stipend, volunteer time off, fertility counseling, generous time off/leave policy, and option to be paid in digital currency.
• Coinbase is remote-first but not remote-only; in-person participation and attendance at offsites is expected and supported.
• Job #: P58396
• Coinbase is an Equal Opportunity Employer and provides reasonable accommodations for applicants with disabilities.
• AI Disclosure: Coinbase pilots AI tools for initial screening interviews and interview intelligence; humans review interview responses and AI is not used to make employment decisions.