Consumer Senior Program Lead (B2C Customer Experience Programs)

Program Manager, Coinbase One

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 CX Programs team drives strategy, planning, and execution for the Global Customer Support (GCS) organization, operating at the intersection of product and support to transform the customer experience. We're hiring a Program Manager, Coinbase One, to evolve Priority Support into a best-in-class offering and leverage CX to drive member retention and product adoption.

What You'll Do

• Own the end-to-end Coinbase One CX experience across Priority Support, Coinbase One Card, and Account Protection
• Deep dive top CB1 contact drivers to analyze root causes, frequency, and customer impact, and propose solutions that reduce friction through product improvements, automation, and self-service content
• Continuously improve customer satisfaction (measured by CSAT) to position Priority Support as a clear value proposition of the Coinbase One membership
• Evolve Priority Support by improving routing, playbooks, processes, and tooling to deliver predictable quality at scale
• Leverage Priority Support interactions as a retention driver by designing save strategies and enabling agents to educate members on CB1 benefits
• Drive product adoption at scale by designing treatments that guide members to new products and features
• Translate voice of customer insights into roadmap changes in partnership with CB1 Product, Engineering, and Design, prioritizing fixes that deliver measurable outcomes
• Enhance the Coinbase Debit Card support program by owning the full CX experience, setting quarterly goals, and driving targeted improvements

What We're Looking For

Pay Transparency Notice : Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include bonus eligibility + equity eligibility + benefits (including medical, dental, vision and 401(k)). Pay Range : $124,780$146,800 USD

Commitment to Equal Opportunity

Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law.

Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here.

AI Disclosure

For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and / or transcript, to assess them against the qualifications and characteristics outlined in the job description. For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate. The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment.