Senior Strategic Program Lead
Own the customer experience strategy for onboarding journeys at Coinbase in a remote-first environment.
Posted by employer 21 hours ago
First seen on Joblaze 8 hours ago
Last verified on the company career page 8 hours ago
What you'll build
- Own the end-to-end CX strategy and program management for Identity and Onboarding
- Partner with Identity and Onboarding Product, Design, and Engineering teams
- Build and maintain program scorecards tracking contact rates, CSAT, automation effectiveness
- Drive launch readiness for Identity and Onboarding product releases
- Develop and implement strategies to optimize operations
Must have
- 5+ years in product and/or program management, customer experience, or product operations
- Demonstrated ability to use data to build business cases
- Track record of partnering with Product, Engineering, Design, and Analytics teams
- Experience leading launch readiness and program execution
- Utilizes generative AI responsibly
AI in the day-to-day
Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs.
Requirements
- Experience
- 5+ years
Not disclosed in this posting: visa sponsorship.
Benefits
Joblaze summary
In the role of Senior Strategic Program Lead at Coinbase, the individual will manage the customer experience strategy for key onboarding processes, focusing on areas like identity verification and account recovery. This position requires expertise in product and program management, with a strong emphasis on data-driven decision-making and collaboration with cross-functional teams. Ideal candidates will have over five years of experience in enterprise-scale environments, particularly in customer experience or product operations, and a proven ability to influence product roadmaps. The team operates in a fast-paced environment, emphasizing measurable improvements and strategic initiatives.
Joblaze insights
- Listed today on Joblaze — tracked directly from Coinbase's career page.
- Coinbase has 233 other open roles including Operational Excellence Senior Program Lead, Derivative Sales Analyst, Software Engineer, Developer Infrastructure.
- Salary band is below the typical range for Management roles (median ~$175,000).
Quick facts
- Is the Senior Strategic Program Lead role remote?
- Yes — Coinbase lists this as a fully remote position.
- What's the salary range?
- Coinbase lists $130,900–$154,000 for this role.
- How much experience is required?
- At least 5 years of relevant experience for this Senior Strategic Program Lead role.
- What seniority level is this role?
- Coinbase targets senior candidates for this position.
- Is this full-time or contract?
- Full-time for this Senior Strategic Program Lead role at Coinbase.
From the original posting
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.
What you'll do:
- Own the end-to-end CX strategy and program management for Identity and Onboarding, building and operationalizing long-term plans informed by customer feedback, contact rate analysis, business priorities and market trends.
- Partner with Identity and Onboarding Product, Design, and Engineering teams to influence roadmaps, ensuring the experience from in-product flows through support is intentional and high-quality.
- Build and maintain program scorecards tracking contact rates, CSAT, automation effectiveness, and quality guardrails, using them to frame product opportunities with clear impact sizing and prioritized recommendations.
- Drive launch readiness for Identity and Onboarding product releases, ensuring sad path experiences are fully scoped in partnership with Product, determine instrumentation requirements for our operational teams and leverage AI to build and ship features.
- Develop and implement strategies to optimize operations through an Eliminate, Automate, Optimize framework in close collaboration with Product, Operations, AI, and Analytics teams.
- 5+ years in product and/or program management, customer experience, or product operations at an enterprise-scale company.
- Demonstrated ability to use data (contact rates, CSAT, retention metrics, opportunity sizing) to build business cases, influence product roadmaps across Identity, Onboarding, or similarly complex product domains and ship solutions using AI.
- Track record of partnering with Product, Engineering, Design, and Analytics teams to deliver measurable customer outcomes, including defining KPIs, owning scorecards, and translating metric movements into clear narratives for leadership.
- Experience leading launch readiness and program execution for broadly defined business objectives without pre-established solutions, including managing cross-functional dependencies across multiple product areas.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable customer improvements in efficiency, cost, and quality.
PID: P77129
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.
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