Senior Strategic Program Lead

Coinbase Careers Page • $130K — $154K *
US-AnywhereRemote in United States
Business Services
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 5+ years in product and/or program management, customer experience, or product operations at an enterprise-scale company.
  • Ability to leverage data (contact rates, CSAT) to influence product roadmaps.
  • Experience collaborating with cross-functional teams including Product, Engineering, and Design.
  • Proven track record in managing launch readiness for complex initiatives without predefined solutions.
  • Knowledge of utilizing generative AI for business improvements.

Responsibilities

  • Own customer experience strategy for critical onboarding journeys.
  • Influence product roadmaps by collaborating with cross-functional teams.
  • Create program scorecards to track metrics like contact rates and CSAT.
  • Ensure readiness for product launches in identity and onboarding.
  • Develop strategies to optimize operations using an Eliminate, Automate, Optimize framework.

Benefits

  • Medical, dental, and vision insurance.
  • 401(k) plan with employer match.
  • Possibility for equity and bonuses.
Full Job Description
As a Senior Strategic Program Lead on the Strategic Programs team within Customer Experience, you'll own the customer experience strategy for Coinbase's most critical onboarding journeys: identity verification, account recovery, login, and new-user KYC. This team sits at the intersection of Product and CX, focused on turning customer friction into prioritized product work and measurable improvements. You'll partner directly with Product, Engineering, and Design to influence roadmaps with customer-grounded data, making these first-impression moments seamless.

What you'll do:
  • 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.

Required Skills and Experience:
  • 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.

PID: P77129

Pay Transparency Notice:Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).

Annual base salary range (excluding equity and bonus):

$130,900-$154,000 USD

  • Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.

About Coinbase Careers Page

Coinbase Careers Page

There has never been a better time to join the global team of Coinbase professionals, a leading force in the cryptocurrency industry and a hub for innovation and growth.

Work You’ll Do

Join Coinbase's market-leading team to assist some of the most innovative companies and individuals in mastering the digital currency landscape. Transform financial transactions and systems with the best minds at Coinbase, where leadership in technology and consulting converges to drive digital innovation. Lead from a unique position in the marketplace, at the intersection of technology, financial expertise, and digital innovation. Work with a global team of business and technology advisors to help clients and the company navigate through the evolving world of digital currencies. Collaborate with a dedicated group of professionals who are experts in blockchain technology and cryptocurrency – all committed to advancing the industry.

Introducing the Coinbase Professional Growth and Development Initiative

The initiative is building a market-leading team to help some of the most well-known companies and professionals master their financial digital transformation journey with Coinbase.

Do Innovative Work

Join a dedicated group of experts at the forefront of blockchain technology and digital currencies, where industry expertise meets digital innovation.

Drive Innovation

Deliver targeted solutions on the most trusted platforms through a depth and breadth of consulting experience and innovation that’s second to none.

Be Part of a Great Team

Work on a wide range of technology projects and harness the capabilities of a team known for its global scale and solution development.

Future-Proof Your Career

Advance your career with near-limitless opportunities in a company that offers unmatched training, development, and certification support.

Explore

Discover how Coinbase is leading the way in blockchain technology and cryptocurrency solutions, making financial systems more accessible and efficient.

The Coinbase Employment Experience

The combined service capabilities, global scale, and joint solution development help clients and employees overcome challenges and lead transformation in the financial industry. Clients and professionals around the globe look to Coinbase for new strategies and solutions to drive innovation and growth in the era of digital finance. Bringing together dedicated professionals, Coinbase empowers individuals to thrive in the era of digital disruption.

Stay Connected

Join the Team

Search open positions that match your skills and interests. The team looks for passionate, curious, creative, and solution-driven team players. SEARCH COINBASE JOBS

Keep Up to Date

Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work at Coinbase.

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Learn more about Coinbase Careers Page
Industry
Finance & Insurance
* Ladders Estimates

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