CX Consumer Senior Program Lead

Senior Program Lead

Ready to be pushed beyond what you think you're capable of? At Coinbase, our mission is to increase economic freedom in the world. It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform and with it, the future global financial system. To achieve our mission, we're seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company's hardest problems. Our work culture is intense and isn't for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there's no better place to be. While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported. The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value-added customer support in crypto. We eliminate pain points, empower customers via self-service, and optimize support interactions to deliver an effortless experience. The CX Programs team leads strategy, planning, and execution for the Global Customer Success & Trust (GCST) organization, working at the intersection of product and support to transform the customer experience. We're hiring a senior program lead, a pivotal role focused on ensuring Coinbase customers have a seamless experience navigating risk and payment-related issues by reducing friction, improving support quality, and driving automation that balances customer needs with protecting the business.

What you'll be doing :

• Lead Coinbase's CX risk and payment program as an individual contributor, owning the strategy and program management of our customer experience with risk and payments related problems.
• Build and operationalize a long-term strategy for risk based on customer feedback and VOC, including engagement models, deflection pathways, and feedback loops to product teams.
• Develop and implement strategies to optimize customer service operations and drive continuous improvement
• Collaborate with various cross-functional teams, including (but not limited to) operations, product, tooling, analytics, knowledge management, training and workforce management.
• Act with urgency to ensure priority items are progressed through having a bias for action and focusing on the 20% of work that will get 80% of the impact.
• Identify and analyze data, customer feedback and trends to identify areas for improvement and implement corrective actions.
• Stay up to date on industry trends, best practices and emerging technologies to drive innovation in CX operations and product.
• Develop and deliver proposals and presentations to stakeholders, providing insights on operational performance and CX opportunities.
• Manage cross functional partnerships and insights from customers in risk and payments program areas.

What we look for in you :