Senior Program Manager - Proactive Support

Are you ready to unleash your potential and make a significant impact? At Coinbase, our mission is to promote economic freedom globally. This is an ambitious endeavor that requires the best of our collective abilities as we develop the future of the on-chain platform and, consequently, the global financial system. We're on the lookout for an enthusiastic candidate who shares our passion for crypto and blockchain technology. If you are driven to leave a lasting legacy and thrive in a high-pressure environment alongside exceptional colleagues, this may be the perfect opportunity for you. We value individuals who eagerly tackle challenging problems instead of shying away from them. Our work culture is dynamic and demanding, catering to those seeking a stimulating environment. If you are excited to build the future with others who excel in their fields, there's no better place for you at this moment. While many roles at Coinbase embrace a remote-first approach, in-person collaboration is essential throughout the year. We regularly host team and company-wide gatherings to foster synergy, connection, and alignment, and your attendance is expected and encouraged. The Coinbase Customer Experience (CX) organization aims to provide trusted and valuable customer support. Our team is committed to eradicating customer pain points, empowering our diverse customer base through self-service and automation, and enhancing customer interactions for a seamless experience. As a Senior Program Manager for Proactive Support, you will spearhead the execution of our vision and strategy, evolving CX from a reactive cost center to a proactive revenue-generating powerhouse. You will establish a comprehensive Proactive Support program that addresses issues before they lead to customer churn, friction, or missed value opportunities. This program will focus on enhancing revenue through three key avenues: tackling LTV-harming events, implementing strategic retention plays, and facilitating targeted acquisition/adoption efforts. Your leadership will guide cross-functional initiatives aimed at developing a real-time signal-to-action engine, adaptive customer cohorting, configurable decision-making rules, and specialized routing for efficient value delivery. Key Responsibilities: Oversee the complete program lifecycle to create a unified, real-time customer impact signal that identifies negative experiences and potential revenue opportunities swiftly, minimizing response time from hours to minutes. Develop dynamic, governed customer groups (e.g., Premium, Prosumer, High Potential, At-risk loyal) accessible through API for decision-makers; empower teams to independently create and manage cohorts based on personas and attributes. Establish and scale a specialized resolution model: efficiently direct enriched tasks to accountable teams focusing on resolving back-office issues first while utilizing trusted, high-response channels for engagement. Implement an adaptive staffing model that accounts for missed opportunities and revenue loss; collaborate with Workforce Management to align staffing with prioritized demand periods. Define and track program KPIs, dashboards, and operating reviews for performance insights. Identify and prioritize initiatives that first mitigate LTV loss, then lower contact rates, enhance CSAT, and reduce fraud/abuse, sequencing our efforts for maximum business impact. Qualifications: 5+ years of experience in program management within complex, cross-functional settings (e.g., CX platforms, fintech, e-commerce, or large-scale consumer technology). Demonstrated success in delivering real-time, data-driven initiatives related to event streaming, decision-making processes, and operational workflows. Strong leadership in executing strategies: managing roadmaps, dependencies, risks, and outcomes in collaboration with Product, Engineering, Data, and Operations teams. Experience in defining and executing SLAs and KPIs; the ability to connect operational metrics to revenue, retention, and customer experience results. Exceptional communication skills with proven stakeholder management abilities; adept at transforming strategic initiatives into practical execution plans. Technical understanding of relevant technologies. A motivation to innovate and enhance the customer experience continuously. Strong analytical and problem-solving skills. Experience with operations data analysis to support customer experience enhancements. A commitment to delivering an outstanding customer experience. Preferred Qualifications: MBA or equivalent advanced degree. Familiarity with crypto, financial services, or technology industry experience. Lean Six Sigma or green/black belt certification. Hands-on experience with real-time event systems, decision-making frameworks, and cohort management. Knowledge of contact center task routing and orchestration systems, such as Amazon Connect. Background in utilizing task-based prioritization models; experienced in optimizing demand staffing and queue management. Proficient in fraud prevention, payments, or compliance-related customer experience processes; knowledgeable in resolution-focused SOPs and trustworthy outreach methods. ID: P72000 Pay Transparency Notice: The target annualbasesalary for this position ranges as follows: $130,900-$154,000 USD, depending on your work location. Full-time offers from Coinbase may include bonus eligibility, equity opportunities, and benefits (including medical, dental, vision, and 401(k)). Please note, candidates may submit a maximum of four applications within a 30-day period. We recommend evaluating how your skills and interests align with the roles at Coinbase before applying. Commitment to Equal Opportunity: Coinbase is 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 identity, sexual orientation, or any other protected status under applicable law. Coinbase also considers qualified applicants with criminal histories in a manner consistent with applicable federal, state, and local law. If you require reasonable accommodations due to disability at any stage of the employment process, please contact us to share your request and contact information. Global Data Privacy Notice: Depending on your location, we adhere to GDPR and CCPA regulations pertaining to the management of job applicant data. Our full notice detailing the data processing as part of the application procedure is available. AI Disclosure: For select roles, Coinbase is testing an AI tool to conduct initial screening interviews with qualified applicants, simulating real-life interview scenarios. A human recruiter will review your responses for assessment purposes. Additionally, an AI platform may be piloted for summarizing interview notes. The above pilots are for testing only, and decisions regarding employment will not be influenced solely by AI. To request a reasonable accommodation due to disability, contact us.

Created: 2026-03-04