Senior Strategic Program Lead (Remote)Straight from Coinbase’s careers page. Apply on the company site — no recruiter, no middleman.
Senior Strategic Program Lead
Location: Remote - USA
Department: Customer Experience
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 isnt a place for complacency, it’s a place to be pushed past your perceived limits. If youre 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.
As a Senior Strategic Program Lead on the Strategic Programs team within Customer Experience, youll own the customer experience strategy for Coinbases most critical onboarding journeys: identity verification, account recovery, login, and new-user KYC. This team sits at the intersection of Product and CX, focused on turning customer friction into prioritized product work and measurable improvements. Youll partner directly with Product, Engineering, and Design to influence roadmaps with customer-grounded data, making these first-impression moments seamless.
What youll do:
What youll 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.
Required Skills and Experience:
- 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)).
Annual base salary range (excluding equity and bonus):
$130,900—$154,000 USD
- 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.
- US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.
Similar remote jobs
More like this →
procarehra8
Senior Implementation Benefits Workforce Technologist
Remote
$95k–$115k✓ From careers page· 20 minutes ago
Discover More than 100,000 Hidden Remote Jobs Before Everyone Else
Unlock All Remote Jobs Today
Simple pricing. Big savings on Quarterly and Yearly.
Monthly Access
$19/month
- Instant access to fresh remote jobs from 500+ companies
- New opportunities added hourly, often 3-7 days before anywhere else
- Advanced filtering by role type, stack, pay, and location
- Priority customer support
Most Popular
Yearly Access
$59/year
- Everything in Monthly
- Save $169 (~74%) vs paying monthly
- Average job search takes ~6 months - get covered for the whole journey
- Less than the cost of one lunch per month for competitive advantage
- Equivalent to just ~$4.92/month