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

Coinbase Careers Page

102d • $124,780 - $146,800

About The Position

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. We’re hiring a Program Manager, Coinbase One, to evolve Priority Support into a best-in-class offering and leverage CX to drive member retention and product adoption. 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.

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 Haves

• 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.

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.

Benefits

• Target annual salary range: $124,780—$146,800 USD.
• Target bonus + target equity + benefits (including medical, dental, vision and 401(k)).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees