Senior Strategic Program Lead

Details

Coinbase is a remote-first, but not remote-only company. Employees are expected to meet quarterly for in-person working sessions called “surges.”

As a Senior Strategic Program Lead on the Strategic Programs team within Customer Experience, you will own the customer experience strategy for Coinbase’s critical onboarding journeys, including identity verification, account recovery, login, and new-user KYC. The team operates at the intersection of Product and Customer Experience, turning customer friction into prioritized product work and measurable improvements. You will partner with Product, Engineering, and Design to influence roadmaps using customer-grounded data.

Responsibilities

• Own the end-to-end customer experience strategy and program management for Identity and Onboarding.
• Build and operationalize long-term plans informed by customer feedback, contact rate analysis, business priorities, and market trends.
• Partner with Identity and Onboarding Product, Design, and Engineering teams to influence roadmaps and ensure that experiences from in-product flows through support are intentional and high-quality.
• Build and maintain program scorecards tracking contact rates, CSAT, automation effectiveness, and quality guardrails.
• Use scorecards to identify product opportunities, size their impact, and provide prioritized recommendations.
• Drive launch readiness for Identity and Onboarding product releases.
• Ensure that negative or failure-path experiences are fully scoped in partnership with Product.
• Determine instrumentation requirements for operational teams and leverage AI to build and ship features.
• Develop and implement operational optimization strategies using an Eliminate, Automate, Optimize framework.
• Collaborate closely with Product, Operations, AI, and Analytics teams.

Requirements

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

Compensation

The annual base salary range is $130,900–$154,000 USD, excluding equity and bonus. Total compensation may also include equity, bonus eligibility, and medical, dental, vision, and 401(k) benefits.

Candidates may submit a maximum of three applications within a six-month period.