Coinbase Careers Page-posted 3 months ago
$124,780 - $146,800/Yr
Full-time • Senior
1,001-5,000 employees

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 Senior Program Lead, a pivotal role focused on ensuring Coinbase 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. Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

  • Lead Coinbase’s CX risk and payment program as an individual contributor, owning the strategy and program management of our customer experience with risk and payments related problems.
  • Build and operationalize a long-term strategy for risk based on 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 various cross-functional teams, including Operations, Product, Tooling, Analytics, Knowledge Management, Training and Workforce Management.
  • Act with urgency to ensure priority items are progressed through having a bias for action and focusing on the 20% of work that will get 80% of the 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 insights from customers in risk and payments program areas.
  • Experience with customer experience or support programs at an enterprise-scale company.
  • 5+ years in program management, customer experience, or product operations roles, with direct hands-on experience driving support strategy.
  • Proven ability to lead cross-functional programs with product, CX, and XFN stakeholders.
  • Track record of building or evolving programs that directly drove measurable business impact in areas like customer sentiment, issue deflection, or reputation management.
  • Strong execution skills—comfortable balancing strategic leadership with direct ownership of high-priority social initiatives.
  • Data-driven decision-maker with experience defining KPIs and partnering closely with analytics to measure social engagement and sentiment.
  • Skilled communicator with executive presence and the ability to influence at all levels, particularly in navigating public-facing interactions.
  • Experience in a risk or regulatory environment.
  • Experience implementing or scaling LLM-based tools in customer support (e.g., contact attribution, automation, or sentiment analysis).
  • Proven track record of building executive-level reporting that ties agent performance to business outcomes like CSAT, sentiment, and 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.
  • Medical insurance
  • Dental insurance
  • Vision insurance
  • 401(k)
  • Target bonus
  • Target equity
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