Manager, Strategic Programs

Coinbase

. 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 .

Posted 9/28/2026full-timeRemote • United StatesSeniorLead💰 $166,345 - $195,700 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in program management and customer experience (CX) within the trading and financial services sectors, with a focus on strategy development, cross-functional collaboration, and measurable business outcomes. Proficient in defining KPI frameworks and utilizing generative AI to enhance operational efficiency and customer satisfaction.

Highest-signal resume keywords

Program ManagementCustomer Experience (CX)Trading Product OperationsKPI Framework DefinitionFINRA Series 7 and Series 63 Licenses

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Program ManagementKPI Framework DefinitionOKR GlidepathsExecutive ReportingCross-Functional Program Leadership

Soft Skills

Stakeholder InfluenceNegotiationStrategic Thinking

Tools & Technologies

Generative AI

Certifications & Qualifications

FINRA Series 7 LicenseFINRA Series 63 License

Industry Keywords

TradingBrokerageFinancial ServicesCustomer RetentionBusiness Impact

About the role

Key responsibilities & impact

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, service model, and cross-functional operating model across Sales, Concierge, Compliance/Risk, and Trading product
Set program strategy and prioritization frameworks for ambiguous, high-stakes problems, influencing Director+ stakeholders on tradeoffs, resources, and sequencing
Build and execute a multi-quarter improvement roadmap combining in-product fixes with CX-owned automation, help center content, and proactive support to reduce top contact drivers
Execute CX readiness for Tier 1 trading launches across Product, WFM, L&D, and Tooling, measuring post-launch CSAT, contact volume, and adoption impact
Partner with Trading product teams through operational reviews, surfacing customer themes, quantifying business impact, closing performance gaps, and producing executive-ready reporting

Requirements

What you’ll need

7+ years in program management, CX, or product operations
5+ years in a trading, brokerage, or financial services environment
Proven track record owning a high-value customer segment or business-critical program with retention, revenue, or market share as explicit success metrics
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 connecting CX performance metrics to revenue and retention impact
Active FINRA Series 7 and Series 63 licenses
Responsible use of generative AI with human oversight to deliver business-ready outputs and measurable workflow improvements in efficiency, cost, and quality

Benefits

Comp & perks

Equity and bonus eligibility
Medical insurance
Dental insurance
Vision insurance
401(k)
Quarterly in-person working sessions (“surges”)
Reasonable accommodations for individuals with disabilities
Free compatible screen reader and tutorial for applicants needing screen-reading technology