Senior Program Lead
Job Overview
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 deliver the most trusted and value-added customer support in crypto. We remove friction, empower customers through self-service, and optimize interactions to create an effortless experience.
The CX Programs team drives strategy, planning, and execution for the Global Customer Success organization—operating at the intersection of product and support to transform the customer experience.
We’re hiring a Program Manager, Onchain to ensure Coinbase is operationally ready for every onchain product launch and to lead the end-to-end CX experience across our onchain suite—from the Base app to sending/receiving crypto, staking, DeFi borrow/lend, and future initiatives. This role is critical in driving outcomes such as higher CSAT, lower contact rates, and increased product adoption.
What You’ll Do:
- Own the end-to-end CX experience across Coinbase’s onchain products, including Base app, sending/receiving crypto, staking, DeFi borrow, DeFi lend, and upcoming onchain features.
- Improve CSAT for onchain-related cases by driving cross-functional initiatives that simplify and elevate the customer journey.
- Develop a tiered onchain support model—define structure, cost, and timing, gain XFN alignment, and lead full implementation.
- Lead CX readiness for Coinbase’s most complex and business-critical onchain launches, including future Base app features and DeFi integrations.
- Partner with Product, WFM, L&D, and Tooling teams to ensure agents are fully trained, equipped, and supported at launch.
- Run recurring operational reviews with Onchain PED teams to surface voice-of-customer themes and close performance gaps.
- Equip agents with optimized tools and workflows for resolving onchain cases efficiently.
- Deliver targeted training and routing strategies for Premium Support and Concierge teams to better serve advanced onchain users.
- Translate onchain customer feedback into actionable improvements for product, tooling, and workflows that drive measurable business outcomes.
- Devise and execute the future strategy for onchain support, including in-app support for Base app customers.
- Partner with the Social Programs team to shape support strategies for Farcaster and other onchain social initiatives.
What We’re Looking For:
- Deep experience with onchain products and ecosystems—staking, DeFi borrow/lend, and self-custody flows.
- 5+ years in program management, CX, or product operations, including 2+ years in a crypto or onchain-focused role.
- Proven ability to lead high-impact cross-functional programs with product, CX, and XFN stakeholders.
- Track record of building or evolving programs that delivered measurable business impact.
- Strong execution skills—able to balance strategic leadership with direct ownership of high-priority launches.
- Data-driven decision-maker with experience defining KPIs and working closely with analytics partners.
- Skilled communicator with executive presence and ability to influence at all levels.
- Deep knowledge of onchain products, concepts, and customer needs.
Nice to Have:
- Experience leveraging LLM-based tools in customer support (e.g., contact attribution, automation, sentiment analysis).
- Proven ability to build executive-level reporting that connects launch performance to CSAT, adoption, and contact deflection.
- Familiarity with global support operations and improving launch quality in international markets.
- Experience creating prioritization frameworks to assess trade-offs and focus on high-ROI launches.
Position ID: P73118
Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include bonus eligibility + equity eligibility + benefits (including medical, dental, vision and 401(k)).
Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.
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.
AI Disclosure
For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.
For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.
The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment. To request a reasonable accommodation due to disability, please contact accommodations[at]coinbase.com