Role at a glance
- Salary
- $108.6K – $108.6K/yr
- Location
- Remote - US Remote - US - Zone 1 (Job Requisitions Only)
- Work arrangement
- Remote
- Employment
- Full-time
- Experience
- 3+ years of experience in program management within customer support operations
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Role Summary
The Strategic Program Lead joins Coinbase’s International CX Strategic Programs team within the Customer Experience organization. The role ensures customer experiences are globally relevant, locally compliant, and regionally optimized across APAC, EMEA, and the Americas by coordinating product, policy, and operational initiatives.
What You'll Do
- Own regional launch readiness, including local language, payment methods, regulatory coverage, and agent enablement
- Monitor emerging issues and regional themes, and elevate trust-breaking patterns to Program Managers and Product teams
- Adapt global programs by customizing policies, workflows, and automation for local regulatory and cultural contexts
- Partner with regional CX, Operations, Risk, and Compliance leads on experience quality, legal requirements, and market-specific risk...
- Produce monthly SLA reports for regulated entities
- Represent regional customers in global forums, roadmap discussions, launch planning, and issue prioritization
Generated from the employer's posting. Verify important details before applying.
View full postingQualifications
3+ years of program management experience in customer support operations, including technical product or ops integrations; quantitative analysis and regional data; experience across multiple regulated markets; cross-functional program delivery across geographies; responsible use of generative AI.
Required
- 3+ years of experience in program management within customer support operations, including hands-on work with technical product or ops...
- Ability to use quantitative analysis and regional data to prioritize issues, inform launch decisions, and measure CX outcomes
- Experience operating across multiple regulated markets with working knowledge of compliance requirements such as AML/KYC, vulnerable...
- Experience partnering cross-functionally with Product, Engineering, Compliance, and Operations teams to drive programs from planning...
- 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 Strategic Program Lead on the International CX Strategic Programs team within the Customer Experience org, you'll ensure customer experiences are globally relevant, locally compliant, and regionally optimized across APAC, EMEA, and the Americas. You'll work horizontally across product domains and with regional partners to adapt, localize, and scale initiatives, bringing the CX perspective into launch planning so regional customers are never an afterthought.
What you’ll do:
- Own regional launch readiness by ensuring every product or policy launch is adapted for local markets, including language, payment methods, regulatory coverage, and agent enablement.
- 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.
- 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.
- Partner 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.
- Represent regional customers in global forums, ensuring roadmap discussions, launch planning, and issue prioritization reflect the needs of customers across all markets.
Required Skills and Experience:
- 3+ years of experience in program management within customer support operations, including hands-on work with technical product or ops integrations.
- Demonstrated ability to use quantitative analysis and regional data to prioritize issues, inform launch decisions, and measure CX outcomes.
- 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.
- Experience partnering cross-functionally with Product, Engineering, Compliance, and Operations teams to drive programs from planning through execution across multiple geographies.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
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.
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.