South Dakota Staffing
CX Consumer Senior Program Lead
South Dakota Staffing, Pierre, South Dakota, United States, 57501
Senior Program Lead
Ready to be pushed beyond what you think you're capable of? At Coinbase, our mission is to increase economic freedom in the world. It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform and with it, the future global financial system. To achieve our mission, we're seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company's hardest problems. Our work culture is intense and isn't for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there's no better place to be. While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported. The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value-added customer support in crypto. We eliminate pain points, empower customers via self-service, and optimize support interactions to deliver an effortless experience. The CX Programs team leads strategy, planning, and execution for the Global Customer Success & Trust (GCST) organization, working at the intersection of product and support to transform the customer experience. We're hiring a Senior Program Lead, a pivotal role focused on ensuring Coinbase customers have a seamless experience navigating risk and payment-related issues by reducing friction, improving support quality, and driving automation that balances customer needs with protecting the business. What You'll Be Doing
Lead Coinbase's CX risk and payment program as an individual contributor, owning the strategy and program management of our customer experience with risk and payments related problems. Build and operationalize a long-term strategy for risk based on customer feedback and VOC, including engagement models, deflection pathways, and feedback loops to product teams. Develop and implement strategies to optimize customer service operations and drive continuous improvement. Collaborate with various cross-functional teams, including (but not limited to) Operations, Product, Tooling, Analytics, Knowledge Management, Training and Workforce Management. Act with urgency to ensure priority items are progressed through having a bias for action and focusing on the 20% of work that will get 80% of the impact. Identify and analyze data, customer feedback and trends to identify areas for improvement and implement corrective actions. Stay up to date on industry trends, best practices and emerging technologies to drive innovation in CX Operations and Product. Develop and deliver proposals and presentations to stakeholders, providing insights on operational performance and CX opportunities. Manage cross-functional partnerships and insights from customers in risk and payments program areas. What We Look For In You
Experience with customer experience or support programs at an enterprise-scale company. 5+ years in program management, customer experience, or product operations roles, with direct hands-on experience driving support strategy. Proven ability to lead cross-functional programs with product, CX, and XFN stakeholders. Track record of building or evolving programs that directly drove measurable business impact in areas like customer sentiment, issue deflection, or reputation management. Strong execution skillscomfortable balancing strategic leadership with direct ownership of high-priority social initiatives. Data-driven decision-maker with experience defining KPIs and partnering closely with analytics to measure social engagement and sentiment. Skilled communicator with executive presence and the ability to influence at all levels, particularly in navigating public-facing interactions. Pay Range: $124,780$146,800 USD Commitment to Equal Opportunity Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law. Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site, click here to download a free compatible screen reader (free step by step tutorial can be found here). Global Data Privacy Notice for Job Candidates and Applicants Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.
Ready to be pushed beyond what you think you're capable of? At Coinbase, our mission is to increase economic freedom in the world. It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform and with it, the future global financial system. To achieve our mission, we're seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company's hardest problems. Our work culture is intense and isn't for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there's no better place to be. While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported. The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value-added customer support in crypto. We eliminate pain points, empower customers via self-service, and optimize support interactions to deliver an effortless experience. The CX Programs team leads strategy, planning, and execution for the Global Customer Success & Trust (GCST) organization, working at the intersection of product and support to transform the customer experience. We're hiring a Senior Program Lead, a pivotal role focused on ensuring Coinbase customers have a seamless experience navigating risk and payment-related issues by reducing friction, improving support quality, and driving automation that balances customer needs with protecting the business. What You'll Be Doing
Lead Coinbase's CX risk and payment program as an individual contributor, owning the strategy and program management of our customer experience with risk and payments related problems. Build and operationalize a long-term strategy for risk based on customer feedback and VOC, including engagement models, deflection pathways, and feedback loops to product teams. Develop and implement strategies to optimize customer service operations and drive continuous improvement. Collaborate with various cross-functional teams, including (but not limited to) Operations, Product, Tooling, Analytics, Knowledge Management, Training and Workforce Management. Act with urgency to ensure priority items are progressed through having a bias for action and focusing on the 20% of work that will get 80% of the impact. Identify and analyze data, customer feedback and trends to identify areas for improvement and implement corrective actions. Stay up to date on industry trends, best practices and emerging technologies to drive innovation in CX Operations and Product. Develop and deliver proposals and presentations to stakeholders, providing insights on operational performance and CX opportunities. Manage cross-functional partnerships and insights from customers in risk and payments program areas. What We Look For In You
Experience with customer experience or support programs at an enterprise-scale company. 5+ years in program management, customer experience, or product operations roles, with direct hands-on experience driving support strategy. Proven ability to lead cross-functional programs with product, CX, and XFN stakeholders. Track record of building or evolving programs that directly drove measurable business impact in areas like customer sentiment, issue deflection, or reputation management. Strong execution skillscomfortable balancing strategic leadership with direct ownership of high-priority social initiatives. Data-driven decision-maker with experience defining KPIs and partnering closely with analytics to measure social engagement and sentiment. Skilled communicator with executive presence and the ability to influence at all levels, particularly in navigating public-facing interactions. Pay Range: $124,780$146,800 USD Commitment to Equal Opportunity Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law. Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site, click here to download a free compatible screen reader (free step by step tutorial can be found here). Global Data Privacy Notice for Job Candidates and Applicants Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.