战略项目负责人
Strategic Program Lead
准备开展职业生涯中最有影响力的工作吗？在Coinbase，我们对增加经济自由的使命毫不妥协。标准很高，环境很紧张，我们喜欢这样。这里不是安于现状的地方，而是让你突破自我认知极限的地方。如果你准备好与那些不愿满足于“足够好”的人一起打造金融的未来，你就在正确的地方。Coinbase是一家以远程办公为主，但不完全远程的公司。你将每季度参加一次高强度的线下工作会，称为“冲刺”。了解更多关于在Coinbase工作的信息。
作为客户体验部门国际CX战略项目团队的战略项目负责人，你将确保客户体验在全球范围内具有相关性，本地合规，并在亚太、欧洲和美洲地区进行优化。你将横向跨产品领域与区域合作伙伴合作，适应、本地化并扩展项目，将客户体验视角带入发布计划，使地区客户从不被忽视。
你将负责：
- 通过确保每个产品或政策发布都适配本地市场，包括语言、支付方式、监管覆盖范围和代理支持，来负责地区发布准备。
- 通过监控新出现的问题和主题，识别并优先处理地区特有的摩擦，将本地信任破坏模式提升给项目经理和产品团队，并提供明确的解决路径。
- 通过与项目经理和产品团队合作，根据当地监管要求或文化行为差异，定制政策、流程和自动化，以适应全球项目的本地情境。
- 与区域客户体验、运营、风险和合规负责人合作，就本地体验质量、法律要求和市场特定风险的主动缓解达成一致，包括为受监管实体生成月度SLA报告。
- 在全球论坛中代表地区客户，确保路线图讨论、发布计划和问题优先级反映所有市场的客户需求。
所需技能和经验：
- 在客户服务运营中的项目管理经验超过3年，包括与技术产品或运营集成的实操经验。
- 具有使用定量分析和区域数据来优先处理问题、影响发布决策和衡量客户体验结果的能力。
- 在多个受监管市场（如EMEA、APAC）中运作的记录，以及成功协调跨区域项目的经验。
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Ready to do the most impactful work of your career? At Coinbase, 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.” learn more about working at Coinbase.
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.
What you’ll do:
- 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.
- 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.
- 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.
- 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.
- Represent regional customers in global forums, ensuring roadmap discussions, launch planning, and issue prioritization reflect the needs of customers across all markets.
Required Skills and Experience:
- 3+ years of experience in program management within customer support operations, including hands-on work with technical product or ops integrations.
- Demonstrated ability to use quantitative analysis and regional data to prioritize issues, inform launch decisions, and measure CX outcomes.
- 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.
- Experience partnering cross-functionally with Product, Engineering, Compliance, and Operations teams to drive programs from planning through execution across multiple geographies.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Pay Transparency Notice: Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).
Annual base salary range (excluding equity and bonus):
$108,630—$108,630 USD
- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
- Equal Opportunity Employer: 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.
- US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
- Accommodations: 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? Click here to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.