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Senior Strategic Program Lead

Coinbase· Strategic Programs (Customer Experience)
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Remote$130.9k - $154kfull-timePosted 1mo ago

About the role

Senior Strategic Program Lead on the Strategic Programs team within Customer Experience, responsible for the customer experience strategy for Coinbase's onboarding journeys (identity verification, account recovery, login, and new-user KYC). Partners with Product, Engineering, and Design to influence roadmaps with customer-grounded data and to turn friction into prioritized product work and measurable improvements.

Responsibilities

  • Own the end-to-end CX strategy and program management for Identity and Onboarding, building and operationalizing 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, ensuring the experience from in-product flows through support is intentional and high-quality.
  • Build and maintain program scorecards tracking contact rates, CSAT, automation effectiveness, and quality guardrails, using them to frame product opportunities with clear impact sizing and prioritized recommendations.
  • Drive launch readiness for Identity and Onboarding product releases, ensuring sad path experiences are fully scoped in partnership with Product, determine instrumentation requirements for our operational teams and leverage AI to build and ship features.
  • Develop and implement strategies to optimize operations through an Eliminate, Automate, Optimize framework in close collaboration with Product, Operations, AI, and Analytics teams.

Qualifications

  • 5+ years in product and/or program management, customer experience, or product operations at an enterprise-scale company.
  • Demonstrated ability to use data (contact rates, CSAT, retention metrics, opportunity sizing) to build business cases, influence product roadmaps across Identity, Onboarding, or similarly complex product domains and ship solutions using AI.
  • Track record of partnering with Product, Engineering, Design, and Analytics teams to deliver measurable customer outcomes, including 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, including managing cross-functional dependencies across multiple product areas.
  • Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable customer improvements in efficiency, cost, and quality.

Skills

Required:Product and/or Program ManagementData-driven decision makingCross-functional leadershipAI/Generative AI literacy

Benefits

  • Medical Plan, Dental and Vision Plan with generous employee contributions
  • Health Savings Account with company contributions each pay period
  • Disability and Life Insurance
  • 401(k) plan with company match
  • Wellness Stipend
  • Mobile/Internet Reimbursement
  • Volunteer Time Off
  • Fertility Counseling and Benefits
  • Generous Time off/Leave Policy
  • The option of getting paid in digital currency
Last updated Oct 15, 2026. Interested? Apply on the company site.
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About Coinbase

Buy, sell, and manage cryptocurrencies.

Founded in June of 2012, Coinbase is a digital currency wallet and platform where merchants and consumers can transact with new digital currencies like bitcoin, ethereum, and litecoin. Our vision is to bring more innovation, efficiency, and equality of opportunity to the world by building an open financial system. Our first step on that journey is making digital currency accessible and approachable for everyone. Two principles guide our efforts. First, be the most trusted company in our domain. Second, create user-focused products that are easier and more intuitive to use.

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