Role at a glance
- Job function
-
Customer Support & Contact Center Customer Experience (CX)
- Salary
- Not Disclosed
- Location
- Remote - United States Remote - United States
- Work arrangement
- Remote
- Experience
- 7+ years in program management, CX, or product operations, with 5+ years in a trading, brokerage, or financial services environment
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Role Summary
The CX Trading Program Manager owns the end-to-end support experience across Coinbase trading products, including a differentiated service model for high-value trading customers. The role connects Trading product teams and CX operations to reduce customer friction, support product launches, and improve retention.
What You'll Do
- Own trading product support domains, including contact-rate reduction targets, launch readiness, and performance scorecards.
- Lead the high-net-worth CX program, defining its segment strategy, retention priorities, service model, and cross-functional operating...
- Build and execute a multi-quarter roadmap combining in-product fixes with CX improvements such as automation, help-center content, and...
- Coordinate CX readiness for Tier 1 trading launches and measure post-launch CSAT, contact volume, and adoption.
- Review performance with Trading product teams, surface voice-of-customer themes, quantify business impact, and report on performance gaps.
Generated from the employer's posting. Verify important details before applying.
View full postingQualifications
Required: 7+ years in program management, CX, or product operations, including 5+ years in a trading, brokerage, or financial services environment; a track record owning a high-value customer segment or business-critical program with retention, revenue, or market share as explicit success metrics; experience leading cross-functional programs spanning 5+ teams, including Sales, Compliance, and BPO partners, with measurable business outcomes; experience influencing Director+ stakeholders and aligning priorities without direct authority; proficiency defining KPI frameworks, OKR glidepaths, and executive reporting tied to revenue and retention impact; active FINRA Series 7 and Series 63 licenses; responsible use of generative AI with human oversight.
Original job description
Content provided by the employer
Original job description
Content provided by the employer
Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.
As a CX Trading Program Manager on the CX Programs team within Customer Experience, you'll own the end-to-end support experience across Coinbase's trading products, including the differentiated service model for our highest-value trading customers. You'll bridge Trading product teams and CX operations to reduce customer friction, ensure smooth product launches, and drive retention for the customers who matter most to our trading business.
What you'll do:
- Own a portfolio of trading product domains, including support contact rate reduction targets, launch readiness, and performance scorecards across approximately half of the global trading CX scope
- Lead the high net worth CX program end-to-end, defining segment strategy, retention priorities, the service model, and the cross-functional operating model spanning Sales, Concierge, Compliance/Risk, and Trading product
- Set program strategy and prioritization frameworks for ambiguous, high-stakes problems, influencing Director+ stakeholders to align on tradeoffs, resources, and sequencing
- Build and execute a multi-quarter improvement roadmap that combines in-product fixes with CX-owned improvements through automation, help center content, and proactive support to reduce top contact drivers
- Execute CX readiness for Tier 1 trading launches, coordinating across Product, WFM, L&D, and Tooling, then measuring post-launch impact on CSAT, contact volume, and adoption
- Partner with Trading product teams through regular operational reviews that surface voice-of-customer themes, quantify business impact, and close performance gaps with executive-ready reporting
Required Skills and Experience:
- 7+ years in program management, CX, or product operations, with 5+ years in a trading, brokerage, or financial services environment
- Proven track record owning a high-value customer segment or business-critical program where retention, revenue, or market share were explicit success metrics
- Demonstrated ability to define strategy and lead complex cross-functional programs spanning 5+ teams (including Sales, Compliance, and BPO partners) with measurable business outcomes
- Experience influencing Director+ stakeholders, negotiating priorities across competing initiatives, and driving alignment without direct authority
- Proficiency defining KPI frameworks, OKR glidepaths, and executive reporting that connects CX performance metrics to revenue and retention impact
- Active FINRA Series 7 and Series 63 licenses
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Position ID #: P77911
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)).
- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
- Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
- US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.
About the company
Coinbase
Large Enterprise
Coinbase is a leading cryptocurrency exchange platform that enables users to buy, sell, and manage digital currencies such as Bitcoin, Ethereum, and many others. Founded in 2012, the company is headquartered in San Francisco and has grown to serve millions of users globally, providing a secure and user-friendly experience for both novice and experienced traders. Coinbase aims to create an open financial system for the world, advocating for the adoption of digital currencies while ensuring compliance with regulatory standards in various markets. Through its innovative products and services, Coinbase seeks to empower individuals and institutions to transact in cryptocurrencies with confidence.