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Salary: USD 130,900 - 154,000 / annual
Coinbase is seeking a Senior Strategic Program Lead to own the customer experience strategy for critical onboarding journeys: identity verification, account recovery, login, and new-user KYC. This role sits at the intersection of Product and Customer Experience, focused on translating customer friction into prioritized product work and measurable improvements.
You will partner directly with Product, Engineering, and Design teams to influence roadmaps with customer-grounded data, ensuring first-impression moments are seamless. Key responsibilities include:
• Own 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 intentional and high-quality experiences across in-product flows and support.
• Build and maintain program scorecards tracking contact rates, CSAT, automation effectiveness, and quality guardrails; use these 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 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.
Coinbase is a remote-first company with quarterly in-person working sessions called "surges." The environment is intense and mission-driven, focused on increasing economic freedom.
REQUIREMENTS:
• 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.
• Ability to utilize generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable customer improvements in efficiency, cost, and quality.
