Senior Strategic Program Lead

Overview

Own the customer experience strategy and program management for Coinbase's critical onboarding journeys, including identity verification, account recovery, login, and new-user KYC, partnering with Product, Engineering and Design to turn customer friction into prioritized product work.

What you'll 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 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.

What you'll need

• 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 and influence product roadmaps across Identity, Onboarding, or similarly complex product domains, and to 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 improvements in efficiency, cost, and quality.

Details

• Remote-first, not remote-only; expect to meet quarterly for in-person working sessions called "surges."
• Annual base salary range (excluding equity and bonus): $130,900 to $154,000 USD.