• 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 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

• 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

• 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
• 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
• 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)) $124,780—$146,800 USD