Strategic Program Lead

at Coinbase

📍 United States

USD 108,600 per year

MIDDLE

✅ Remote

Tech Stack
Tag name is followed by "@" symbol and proficiency level value. About proficiency levels:

1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;

3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;

7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;

10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.

AI @ 3 AML @ 3 Compliance @ 3 Customer Support @ 5 GenAI Generative AI @ 3 KYC @ 3 Planning @ 3

Details

Coinbase is a remote-first, but not remote-only company, with quarterly in-person working sessions called “surges.” As a Strategic Program Lead on the International CX Strategic Programs team within the Customer Experience organization, you will ensure customer experiences are globally relevant, locally compliant, and regionally optimized across APAC, EMEA, and the Americas. You will work across product domains and with regional partners to adapt, localize, and scale initiatives, bringing the customer experience perspective into launch planning.

Responsibilities

Own regional launch readiness by ensuring every product or policy launch is adapted for local markets, including language, payment methods, regulatory coverage, and agent enablement.
Surface and prioritize region-specific friction by monitoring emerging issues and themes, elevating local trust-breaking patterns to Program Managers and Product teams with clear paths to resolution.
Adapt global programs for local context by partnering with Program Managers and Product teams to customize policies, workflows, and automation where regulatory requirements or cultural behaviors differ.
Partner with regional Customer Experience, Operations, Risk, and Compliance leads to align on local experience quality, legal requirements, and proactive mitigation of market-specific risks, including producing monthly SLA reports for regulated entities.
Represent regional customers in global forums, ensuring roadmap discussions, launch planning, and issue prioritization reflect the needs of customers across all markets.

Requirements

3+ years of program management experience within customer support operations, including hands-on work with technical product or operations integrations.
Demonstrated ability to use quantitative analysis and regional data to prioritize issues, inform launch decisions, and measure customer experience outcomes.
Experience operating across multiple regulated markets, such as EMEA and APAC, with working knowledge of compliance requirements including AML/KYC, vulnerable customer obligations, or financial services regulations.
Experience partnering cross-functionally with Product, Engineering, Compliance, and Operations teams to drive programs from planning through execution across multiple geographies.
Responsible use of generative AI with human oversight to deliver business-ready outputs and improve workflow efficiency, cost, and quality.

Compensation

The annual base salary range, excluding equity and bonus, is $108,630–$108,630 USD. Total compensation may also include equity and bonus eligibility, as well as medical, dental, vision, and 401(k) benefits.

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