Role in brief
Coinbase is seeking a Senior Strategic Program Lead to improve customer onboarding strategies and program management. Ideal candidates have significant experience in product management and data analysis, and are comfortable collaborating across teams.
✓ Direct apply: you message the hiring person by email. No ATS.
About the role
In this role, you will own the customer experience strategy and program management for Identity and Onboarding at Coinbase. Your focus will be on enhancing onboarding processes through effective collaboration with product, design, and engineering teams.
You will be responsible for developing program scorecards that track key performance indicators and ensuring readiness for product launches. Success in this position means driving measurable improvements in customer experience through strategic operations optimization.
The base salary for this role ranges from $82,000 to $138,000, depending on location.
Skills that matter here
- product management: This role requires extensive experience in managing product lifecycles and influencing product roadmaps.
- program management: You will oversee program execution and ensure alignment with broader business objectives.
- customer experience: Enhancing customer onboarding strategies is a key responsibility.
- data analysis: You will utilize data to build business cases and inform decision-making.
- AI: Experience with generative AI is essential for optimizing operations.
Who this role suits
- The ideal candidate has over five years of experience in product or program management.
- They are data-driven and can effectively influence cross-functional teams.
- They thrive in a collaborative environment and are comfortable with both remote and in-person work.
- A proactive approach to problem-solving and optimization is essential.
From the employer
- Own the end-to-end CX strategy and program management for Identity and Onboarding.
- Partner with Identity and Onboarding Product, Design, and Engineering teams to influence roadmaps.
- Build and maintain program scorecards tracking contact rates, CSAT, automation effectiveness, and quality guardrails.
- Drive launch readiness for Identity and Onboarding product releases.
- Develop and implement strategies to optimize operations through an Eliminate, Automate, Optimize framework.
- 5+ years in product and/or program management, customer experience, or product operations at an enterprise-scale company.
- Demonstrated ability to use data to build business cases and influence product roadmaps.
- Track record of partnering with Product, Engineering, Design, and Analytics teams.
- Experience leading launch readiness and program execution for broadly defined business objectives.
- Utilizes generative AI responsibly.
- Base salary varies by location, with a range of $82K-$138K.
- Total compensation may include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).
Questions about this role
Is this position remote?
Yes, Coinbase is a remote-first company, but in-person gatherings occur quarterly.
What is the required experience for this role?
Candidates should have over five years of experience in product or program management, customer experience, or related fields.
How do I apply for this position?
You can apply through the Coinbase careers website at the provided link.
✓ Direct apply: you message the hiring person by email. No ATS.