CX Consumer Senior Program Lead

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 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 in crypto. We eliminate pain points, empower customers via self-service, and optimize support interactions to deliver an effortless experience. The CX Programs team leads strategy, planning, and execution for the Global Customer Success & Trust (GCST) organization, working at the intersection of product and support to transform the customer experience. 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. *What you'll be doing (ie. job duties):* * 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 (but not limited to) 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 *What we look for in you (ie. job requirements):* * 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. *Nice to haves:* * 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 *Pay Transparency Notice:* Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include bonus eligibility + equity eligibility**+ benefits (including medical, dental, vision and 401(k)). Pay Range: $124,780-$146,800 USD Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying. Commitment to Equal Opportunity Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the in certain locations, as required by law. Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations *Global Data Privacy Notice for Job Candidates and Applicants* Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available By submitting your application, you are agreeing to our use and processing of your data as required. *AI Disclosure* For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description. For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate. *The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment*. To request a reasonable accommodation due to disability, please contact accommodations[at]coinbase.com