CX Senior Program Lead (Proactive Support)

Coinbase Careers Page

13h•Hybrid

About The Position

Ready to be pushed beyond what you think you’re capable of? 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. To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems. 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. While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported. The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value added customer support. Our team is dedicated to eliminating customer pain points, empowering our global customer base via self-service and automation, and optimizing customer support interactions to create an effortless experience. As a Senior Program Lead of Proactive Support, you will lead the delivery of the vision, strategy, and execution of Proactive Support for CX. CX is evolving from a reactive cost center to a revenue-generating function by building a robust Proactive Support program that intervenes before customers churn, face friction, or miss value opportunities. This program will drive revenue uplift through three vectors: interventions on LTV-harming events, strategic retention plays, and targeted acquisition/adoption engagements. As a Senior Program Lead of Proactive Support, you will lead cross-functional programs to stand up a real-time signal-to-action engine, dynamic persona-based cohorting, configurable rules-to-task decisioning, and specialized routing/operations for fast value unlocks. You’ll own program strategy, roadmap, execution, and operational outcomes across product, data, platform, workforce management, and operations.

Requirements

5+ years of program management in complex, cross-functional environments (e.g., CX platforms, growth, fintech, e-commerce, marketplace, or scaled consumer tech).
Proven track record delivering real-time, data-driven programs spanning event streaming, decisioning, and operationalization (e.g., signal ingestion, cohorting, rules engines, routing, workforce readiness).
Strong execution leadership: roadmapping, dependency management, risk mitigation, and measurable outcomes in partnership with Product, Eng, Data, and Operations.
Experience defining and operationalizing SLAs/KPIs; demonstrated ability to tie operational levers to revenue, retention, and CX outcomes.
Excellent communication and stakeholder management across levels; ability to translate strategy into pragmatic execution plans and results.
Technical awareness of how this technology should function.
Desire to experiment and innovate on behalf of customers.
Strong analytical and problem-solving abilities.
Familiarity with operations data analysis and using data to inform customer experience improvement decisions.
Passion for delivering a best-in-class customer experience.

Nice To Haves

MBA or higher level degree
Crypto, financial services, or other tech-company experience
Lean Six Sigma, or green/black belt certification
Hands-on experience with real-time event pipelines, decisioning systems, and cohort governance.
Familiarity with contact center task routing and orchestration, ideally with Amazon Connect or similar CCAS.
Background in implementing TTL-based, priority-driven task models; comfort with throttled demand staffing and queue health optimization.
Experience in fraud/abuse, payments, or compliance-adjacent CX workflows; adept at back-office resolution-first SOPs and authenticated outreach practices.

Responsibilities

Lead the end-to-end program to standardize a single, real-time customer-impact signal fabric that detects unhappy-path and revenue-opportunity events within seconds, reducing detection-to-action from hours to minutes.
Stand up dynamic, governed customer cohorts (e.g., Premium, Prosumer, High Potential, At-risk loyal) exposed via API to decision engines; enable teams to self-serve creation, versioning, and targeting of cohorts by persona and attributes.
Establish and scale a specialized resolution operating model: route enriched tasks to accountable teams that prioritize back-office fixes first and use authenticated, high-response channels for outreach when needed to build trust and reduce friction.
Drive the throttled demand staffing model grounded in purge percentage—treating every purged task as missed opportunity and revenue loss—and partner with WFM to match supply to prioritized demand windows.
Define and land program KPIs, dashboards, and operating reviews.
Prioritize signals and plays that first reduce LTV loss, then drive contact rate down, improve CSAT, and reduce fraud/abuse—sequencing the backlog to maximize business impact.

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