Strategic Program Lead

<div class="content-intro"><p>Ready to do the most impactful work of your career? At <a href="">Coinbase</a>, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” <a href="">learn more about working at Coinbase</a>.</p></div><p>As a Strategic Program Lead on the International CX Strategic Programs team within the Customer Experience org, you'll ensure customer experiences are globally relevant, locally compliant, and regionally optimized across APAC, EMEA, and the Americas. You'll work horizontally across product domains and with regional partners to adapt, localize, and scale initiatives, bringing the CX perspective into launch planning so regional customers are never an afterthought.</p> <p> </p> <p><strong>What you’ll do: </strong></p> <ul> <li>Own regional launch readiness by ensuring every product or policy launch is adapted for local markets, including language, payment methods, regulatory coverage, and agent enablement.</li> <li>Surface and prioritize region-specific friction by monitoring emerging issues and themes, elevating local trust-breaking patterns to Program Managers and Product teams with clear paths to resolution.</li> <li>Adapt global programs for local context by partnering with Program Managers and Product teams to customize policies, workflows, and automation where regulatory requirements or cultural behaviors differ.</li> <li>Partner with regional CX, Ops, Risk, and Compliance leads to align on local experience quality, legal requirements, and proactive mitigation of market-specific risks, including producing monthly SLA reports for regulated entities.</li> <li>Represent regional customers in global forums, ensuring roadmap discussions, launch planning, and issue prioritization reflect the needs of customers across all markets.</li> </ul> <p><strong>Required Skills and Experience:</strong></p> <ul> <li>3+ years of experience in program management within customer support operations, including hands-on work with technical product or ops integrations.</li> <li>Demonstrated ability to use quantitative analysis and regional data to prioritize issues, inform launch decisions, and measure CX outcomes.</li> <li>Track record of operating across multiple regulated markets (e.g., EMEA, APAC) with working knowledge of compliance requirements such as AML/KYC, vulnerable customer obligations, or financial services regulations.</li> <li>Experience partnering cross-functionally with Product, Engineering, Compliance, and Operations teams to drive programs from planning through execution across multiple geographies.</li> <li>Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.</li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><strong>Pay Transparency Notice:</strong><strong><em> </em></strong>Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)). </p> <p> </p></div><div class="title">Annual base salary range (excluding equity and bonus):</div><div class="pay-range"><span>$108,630</span><span class="divider">—</span><span>$108,630 USD</span></div></div></div><div class="content-conclusion"><ul> <li style="font-style: italic; font-size: 8pt;"><strong><em>Application Limit: </em></strong>Candidates may submit a maximum of 3 applications within a 6-month period.</li> <li style="font-style: italic; font-size: 8pt;"><span style="font-size: 8pt;"><em><strong>Equal Opportunity Employer: </strong>Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.</em></span></li> <li style="font-style: italic; font-size: 8pt;"><span style="font-size: 8pt;"><em><strong>US Applicants: </strong>View<a href=""> Employee Rights</a>,<a href=""> Know Your Rights</a>, and<a href=""> E-Verify</a> Notice of Participation.</em></span></li> <li style="font-style: italic; font-size: 8pt;"><span style="font-size: 8pt;"><em><strong>Accommodations: </strong>If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology?<a href=""> Click here</a> to download a free compatible screen reader and view the<a href=""><strong> </strong>tutorial</a>.</em></span></li> <li style="font-style: italic; font-size: 8pt;"><span style="font-size: 8pt;"><em><strong>Data Privacy & Arbitration: </strong>By submitting your application, you agree to our<a href=""> Candidate Privacy Notice</a>. US applicants: By submitting your application, you agree to<a href=""> Arbitration of Disputes</a>.<br></em></span></li> </ul> <div id="fortidlp-input-element-parent"></div></div>