Manager, Strategic Programs

Amit érdemes tudni

• Remote · Korlátozott
• A távmunka az Egyesült Államokra korlátozódik.
• Szint: Manager
• Fizetés: nem közölt

Helyszín és jogosultság

A távmunka az Egyesült Államokra korlátozódik.

Remote - USA

Megbízhatóság: 92%. A végső döntés a munkáltatóé – mindig olvasd el az eredeti hirdetést.

Pozíció

<div class="content-intro"><p>Ready to do the most impactful work of your career? At&nbsp;<a href="https://www.coinbase.com/?utm_campaign=mt_o_m_w_m_m__coi_0_jd-onchain&amp;utm_source=coinbase">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.”&nbsp;<a href="https://www.coinbase.com/careers">learn more about working at Coinbase</a>.</p></div><p>As a CX Trading Program Manager on the CX Programs team within Customer Experience, you'll own the end-to-end support experience across Coinbase's trading products, including the differentiated service model for our highest-value trading customers. You'll bridge Trading product teams and CX operations to reduce customer friction, ensure smooth product launches, and drive retention for the customers who matter most to our trading business.</p> <p>What you'll do:</p> <ul> <li>Own a portfolio of trading product domains, including support contact rate reduction targets, launch readiness, and performance scorecards across approximately half of the global trading CX scope</li> <li>Lead the high net worth CX program end-to-end, defining segment strategy, retention priorities, the service model, and the cross-functional operating model spanning Sales, Concierge, Compliance/Risk, and Trading product</li> <li>Set program strategy and prioritization frameworks for ambiguous, high-stakes problems, influencing Director+ stakeholders to align on tradeoffs, resources, and sequencing</li> <li>Build and execute a multi-quarter improvement roadmap that combines in-product fixes with CX-owned improvements through automation, help center content, and proactive support to reduce top contact drivers</li> <li>Execute CX readiness for Tier 1 trading launches, coordinating across Product, WFM, L&amp;D, and Tooling, then measuring post-launch impact on CSAT, contact volume, and adoption</li> <li>Partner with Trading product teams through regular operational reviews that surface voice-of-customer themes, quantify business impact, and close performance gaps with executive-ready reporting</li> </

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