Senior Strategic Program Lead

Coinbase
United States
Workplace: RemoteFull timeUSD 130,900 - 154,000 annuallyFunction: Administration & Executive AssistanceExperience: 5+ yearsSkills: ["Cross-functional collaboration","Data-driven decision-making","Program management","Stakeholder management","Launch readiness"]

Own the customer experience strategy and end-to-end program management for key onboarding and identity journeys, including identity verification, account recovery, login, and new-user KYC. Partner with Product, Engineering, Design, and Analytics to influence roadmaps using customer-grounded data. Build scorecards and KPIs, drive launch readiness including “sad path” coverage, and improve operations via an Eliminate, Automate, Optimize framework—using responsible generative AI with human oversight.

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FursaFursa
Coinbase
Coinbase
15 hours ago

Senior Strategic Program Lead

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Own the customer experience strategy and end-to-end program management for key onboarding and identity journeys, including identity verification, account recovery, login, and new-user KYC. Partner with Product, Engineering, Design, and Analytics to influence roadmaps using customer-grounded data. Build scorecards and KPIs, drive launch readiness including “sad path” coverage, and improve operations via an Eliminate, Automate, Optimize framework—using responsible generative AI with human oversight.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Own end-to-end CX strategy and program management for Identity and Onboarding, building and operationalizing long-term plans from customer feedback, contact rate analysis, business priorities, and market trends.
  • •Partner with Identity and Onboarding teams to influence product roadmaps and ensure in-product flows and support experiences are intentional and high quality.
  • •Build and maintain program scorecards tracking contact rates, CSAT, automation effectiveness, and quality guardrails, and use them to frame prioritized product opportunities with clear impact sizing.
  • •Drive launch readiness for Identity and Onboarding releases, ensuring “sad path” experiences are scoped, defining instrumentation needs for operational teams, and leveraging AI to build and ship features.
  • •Develop and implement operational strategies using an Eliminate, Automate, Optimize framework with Product, Operations, AI, and Analytics teams.

Pay and Benefits

Salary: USD 130,900 - 154,000 annually
Equity and Bonus:Equity
Perks:MedicalDentalVision401k

Key Requirements

  • •5+ years in product and/or program management, customer experience, or product operations at an enterprise-scale company.
  • •Use data (contact rates, CSAT, retention metrics, opportunity sizing) to build business cases and influence roadmaps in complex domains, including shipping AI-enabled solutions.
  • •Partner across Product, Engineering, Design, and Analytics to define KPIs, own scorecards, and translate metric movement into leadership narratives.
  • •Lead launch readiness and program execution for broadly defined objectives without pre-established solutions, managing cross-functional dependencies across multiple product areas.
  • •Utilize generative AI responsibly with human oversight to deliver measurable improvements in efficiency, cost, and quality.
Experience:5+ yearsEnterprise
Skills:Cross-functional collaborationData-driven decision-makingProgram managementStakeholder managementLaunch readiness
Languages:English
Tech Stack:Generative AIAI

Company Brief

Coinbase
Operates a cryptocurrency exchange and financial services platform that enables buying, selling, storing, and earning crypto assets, institutional trading, custody, and developer tools for blockchain applications.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2012
WebsiteLinkedIn