CX Senior Program Lead (Proactive Support)

Coinbase Careers Page(26 days ago)

HybridFull TimeSenior$130,900 - $154,000Customer Experience (CX)

About this role

The Senior Program Lead, Proactive Support will own strategy and execution of a proactive CX program that prevents customer churn, reduces friction, and drives revenue through targeted interventions. This role leads cross-functional efforts to build real-time signal-to-action systems, persona-based cohorting, configurable decisioning, and specialized routing/operations. The position partners closely with Product, Engineering, Data, Workforce Management, and Operations to define KPIs, roadmaps, and measurable operational outcomes.

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Required Skills

Program Management
Signal Detection
Cohorting
Decisioning
Routing
Workforce Management
KPI Definition
Roadmapping
Risk Mitigation
Stakeholder Management

+4 more

Qualifications

MBA or Higher Degree
Lean Six Sigma Green/Black Belt

About Coinbase Careers Page

coinbase.com

Coinbase is a leading cryptocurrency platform that lets individuals and institutions buy, sell, store, and transfer digital assets. Its product suite includes the consumer Coinbase app and Wallet, advanced trading and custody services for institutional clients (Coinbase Prime), commerce and developer APIs, and staking and token services. The company emphasizes security and regulatory compliance—using cold storage, insurance policies, and fiat on/off ramps like bank transfers and card payments—to make crypto accessible and safer for mainstream users. Retail investors, developers, and businesses use Coinbase for trading, custody, and building crypto-native products and services.