Coinbase · 3 days ago
CX Senior Program Lead (Proactive Support)
United States
Full-time
Remote
Senior Level
$131K/yr - $154K/yr
5+ years expCoinbase is on a mission to increase economic freedom in the world, and they are seeking a CX Senior Program Lead to drive Proactive Support initiatives. The role involves leading cross-functional programs to enhance customer experience and optimize support interactions, ultimately transforming CX into a revenue-generating function.
BitcoinBlockchainCryptocurrencyFinTechTrading Platform
Responsibilities
Lead the end-to-end program to standardize a single, real-time customer-impact signal fabric that detects unhappy-path and revenue-opportunity events within seconds, reducing detection-to-action from hours to minutes
Stand up dynamic, governed customer cohorts (e.g., Premium, Prosumer, High Potential, At-risk loyal) exposed via API to decision engines; enable teams to self-serve creation, versioning, and targeting of cohorts by persona and attributes
Establish and scale a specialized resolution operating model: route enriched tasks to accountable teams that prioritize back-office fixes first and use authenticated, high-response channels for outreach when needed to build trust and reduce friction
Drive the throttled demand staffing model grounded in purge percentage—treating every purged task as missed opportunity and revenue loss—and partner with WFM to match supply to prioritized demand windows
Define and land program KPIs, dashboards, and operating reviews
Prioritize signals and plays that first reduce LTV loss, then drive contact rate down, improve CSAT, and reduce fraud/abuse—sequencing the backlog to maximize business impact
Qualification
Required
5+ years of program management in complex, cross-functional environments (e.g., CX platforms, growth, fintech, e-commerce, marketplace, or scaled consumer tech)
Proven track record delivering real-time, data-driven programs spanning event streaming, decisioning, and operationalization (e.g., signal ingestion, cohorting, rules engines, routing, workforce readiness)
Strong execution leadership: roadmapping, dependency management, risk mitigation, and measurable outcomes in partnership with Product, Eng, Data, and Operations
Experience defining and operationalizing SLAs/KPIs; demonstrated ability to tie operational levers to revenue, retention, and CX outcomes
Excellent communication and stakeholder management across levels; ability to translate strategy into pragmatic execution plans and results
Technical awareness of how this technology should function
Desire to experiment and innovate on behalf of customers
Strong analytical and problem-solving abilities
Familiarity with operations data analysis and using data to inform customer experience improvement decisions
Passion for delivering a best-in-class customer experience
Preferred
MBA or higher level degree
Crypto, financial services, or other tech-company experience
Lean Six Sigma, or green/black belt certification
Hands-on experience with real-time event pipelines, decisioning systems, and cohort governance
Familiarity with contact center task routing and orchestration, ideally with Amazon Connect or similar CCAS
Background in implementing TTL-based, priority-driven task models; comfort with throttled demand staffing and queue health optimization
Experience in fraud/abuse, payments, or compliance-adjacent CX workflows; adept at back-office resolution-first SOPs and authenticated outreach practices
Benefits
Bonus eligibility
Equity eligibility
Benefits (including medical, dental, vision and 401(k))
Company
Coinbase
Coinbase is a crypto exchange and wallet platform that allows merchants and consumers to buy, sell, and store digital currencies.
1001-5000 employees
H1B Sponsorship
Coinbase has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (181)
2024 (92)
2023 (96)
2022 (284)
2021 (183)
2020 (66)
Funding
Current Stage
Public CompanyTotal Funding
$4.46BKey Investors
ARK Investment ManagementDFJ GrowthTiger Global Management
2025-12-19Post Ipo Equity· $4.2M
2025-08-05Post Ipo Debt· $2.6B
2025-03-04Post Ipo Equity· $8M
Leadership Team
Brian Armstrong
CEO & Co-Founder
Alesia Haas
Chief Financial Officer
Recent News
2026-01-09
2026-01-09
Company data provided by crunchbase