Manager, Strategic Programs

🔥 4 minutes ago

🇺🇸 United States – Remote

💵 $166.3k - $195.7k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Coinbase

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

💼 Consulting

₿ Crypto

💸 Finance

💰 $21.4M Post-IPO Equity on 2022-11

Consulting • Crypto • Finance

Coinbase is a leading cryptocurrency exchange platform that allows individuals and institutions to buy, sell, and trade various crypto assets such as Bitcoin and Ethereum. The company offers advanced trading tools, institutional solutions, and a self-hosted wallet for storing and managing cryptocurrencies. With a strong focus on security and transparency, Coinbase provides a trusted platform used by millions globally. It supports various features including staking, earning rewards, and spending crypto through their cards. Additionally, Coinbase provides developer tools and APIs for building onchain applications, making it a comprehensive hub for engaging in the crypto economy.

📋 Description

• 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

• 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

• 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