Consumer Senior Program Lead; B2C Customer Experience Programs

Overview

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. 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.

Our work culture is intense and isn’t for everyone. If you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

While many roles at Coinbase are remote-first, we are not remote-only. 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.

• Own the end-to-end Coinbase One CX experience across Priority Support, Coinbase One Card, and Account Protection
• Deep dive top CB1 contact drivers to analyze root causes, frequency, and customer impact, and propose solutions that reduce friction through product improvements, automation, and self-service content
• Continuously improve customer satisfaction (CSAT) to position Priority Support as a clear value proposition of the Coinbase One membership
• Evolve Priority Support by improving routing, playbooks, processes, and tooling to deliver predictable quality at scale
• Leverage Priority Support interactions as a retention driver by designing save strategies and enabling agents to educate members on CB1 benefits
• Drive product adoption at scale by designing treatments that guide members to new products and features
• Translate voice of customer insights into roadmap changes in partnership with CB1 Product, Engineering, and Design, prioritizing fixes that deliver measurable outcomes
• Enhance the Coinbase Debit Card support program by owning the full CX experience, setting quarterly goals, and driving targeted improvements

• 5+ years in CX program management, project management, or product operations
• Proven success leading retention or scaled product adoption programs with measurable business impact
• Demonstrated ability to run high-impact cross-functional programs across Product, CX, and vendor partners
• Strong execution skills with a balance of strategic leadership and hands-on delivery
• Data-driven operator with experience defining KPIs, partnering with Analytics, and using experimentation to drive improvements
• Executive-ready communication and stakeholder management skills

• Experience leveraging LLM-based tools in support such as automation, contact attribution, or sentiment analysis
• Experience with global support operations and improving launch quality in international markets
• Ability to design program prioritization frameworks for tradeoff decisions and ROI focus

P73031

LI-Remote

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)).

Pay Range:

$124,780—$146,800 USD

Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.

Commitment to Equal Opportunity

Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other…