高级战略项目负责人
Senior Strategic Program Lead
准备好开展职业生涯中最有影响力的工作了吗？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，但不完全是远程办公的公司。期待每季度进行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。
作为客户体验部门战略项目团队的高级战略项目经理，你将负责 Coinbase 最关键的注册流程的客户体验策略：身份验证、账户恢复、登录和新用户 KYC。该团队位于产品和客户体验的交汇点，专注于将客户摩擦转化为优先级产品工作和可衡量的改进。你将直接与产品、工程和设计团队合作，利用以客户为中心的数据影响路线图，使这些第一印象时刻变得无缝。
你会做什么：
- 负责身份验证和注册的端到端客户体验策略和项目管理，制定并实施由客户反馈、联系率分析、业务重点和市场趋势驱动的长期计划。
- 与身份验证和注册产品、设计和工程团队合作，影响路线图，确保从产品流程到支持的体验是有意的且高质量的。
- 建立并维护项目评分卡，跟踪联系率、CSAT、自动化效果和质量控制标准，用它们来明确产品机会的影响范围和优先推荐。
- 推动身份验证和注册产品发布的准备，确保在与产品团队合作的情况下全面规划异常路径体验，确定运营团队的仪器要求，并利用 AI 构建和发布功能。
- 在与产品、运营、AI 和分析团队紧密合作的情况下，通过消除、自动化、优化框架优化运营。
所需的技能和经验：
- 在企业规模的公司中拥有 5 年以上的产品和/或项目管理、客户体验或产品运营经验。
- 具备使用数据（联系率、CSAT、留存指标、运营效率等）的能力，以推动决策和优化客户体验。
查看英文原文
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 Senior Strategic Program Lead on the Strategic Programs team within Customer Experience, you'll own the customer experience strategy for Coinbase's most critical onboarding journeys: identity verification, account recovery, login, and new-user KYC. This team sits at the intersection of Product and CX, focused on turning customer friction into prioritized product work and measurable improvements. You'll partner directly with Product, Engineering, and Design to influence roadmaps with customer-grounded data, making these first-impression moments seamless.
What you'll do:
- Own the end-to-end CX strategy and program management for Identity and Onboarding, building and operationalizing long-term plans informed by customer feedback, contact rate analysis, business priorities and market trends.
- Partner with Identity and Onboarding Product, Design, and Engineering teams to influence roadmaps, ensuring the experience from in-product flows through support is intentional and high-quality.
- Build and maintain program scorecards tracking contact rates, CSAT, automation effectiveness, and quality guardrails, using them to frame product opportunities with clear impact sizing and prioritized recommendations.
- Drive launch readiness for Identity and Onboarding product releases, ensuring sad path experiences are fully scoped in partnership with Product, determine instrumentation requirements for our operational teams and leverage AI to build and ship features.
- Develop and implement strategies to optimize operations through an Eliminate, Automate, Optimize framework in close collaboration with Product, Operations, AI, and Analytics teams.
Required Skills and Experience:
- 5+ years in product and/or program management, customer experience, or product operations at an enterprise-scale company.
- Demonstrated ability to use data (contact rates, CSAT, retention metrics, opportunity sizing) to build business cases, influence product roadmaps across Identity, Onboarding, or similarly complex product domains and ship solutions using AI.
- Track record of partnering with Product, Engineering, Design, and Analytics teams to deliver measurable customer outcomes, including defining KPIs, owning scorecards, and translating metric movements into clear narratives for leadership.
- Experience leading launch readiness and program execution for broadly defined business objectives without pre-established solutions, including managing cross-functional dependencies across multiple product areas.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable customer improvements in efficiency, cost, and quality.
PID: P77129
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):
$130,900—$154,000 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.