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Salary: USD 108,630 - 108,630 / annual
Coinbase is seeking a Strategic Program Lead to join the International CX Strategic Programs team within the Customer Experience organization. This role is responsible for ensuring customer experiences are globally relevant, locally compliant, and regionally optimized across APAC, EMEA, and the Americas.
Key responsibilities include owning regional launch readiness by ensuring every product or policy launch is adapted for local markets, including language, payment methods, regulatory coverage, and agent enablement. You'll surface and prioritize region-specific friction by monitoring emerging issues and themes, elevating local trust-breaking patterns to Program Managers and Product teams with clear paths to resolution.
You will adapt global programs for local context by partnering with Program Managers and Product teams to customize policies, workflows, and automation where regulatory requirements or cultural behaviors differ. A critical part of this role involves partnering with regional CX, Ops, Risk, and Compliance leads to align on local experience quality, legal requirements, and proactive mitigation of market-specific risks, including producing monthly SLA reports for regulated entities.
You'll represent regional customers in global forums, ensuring roadmap discussions, launch planning, and issue prioritization reflect the needs of customers across all markets. The role requires 3+ years of experience in program management within customer support operations, including hands-on work with technical product or ops integrations. You should demonstrate the ability to use quantitative analysis and regional data to prioritize issues, inform launch decisions, and measure CX outcomes.
A track record of operating across multiple regulated markets (e.g., EMEA, APAC) with working knowledge of compliance requirements such as AML/KYC, vulnerable customer obligations, or financial services regulations is essential. Experience partnering cross-functionally with Product, Engineering, Compliance, and Operations teams to drive programs from planning through execution across multiple geographies is required. The role also emphasizes responsible use of generative AI, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
