CX Senior Program Lead (Proactive Support)
Coinbase
CX Senior Program Lead (Proactive Support)
Job Description
Responsibilities
- Lead the end-to-end program to standardize a single, real-time customer-impact signal fabric that detects unhappy-path and revenue-opportunity events within seconds, reducing detection-to-action from hours to minutes
- Stand up dynamic, governed customer cohorts (e.g., Premium, Prosumer, High Potential, At-risk loyal) exposed via API to decision engines; enable teams to self-serve creation, versioning, and targeting of cohorts by persona and attributes
- Establish and scale a specialized resolution operating model: route enriched tasks to accountable teams that prioritize back-office fixes first and use authenticated, high-response channels for outreach when needed to build trust and reduce friction
- Drive the throttled demand staffing model grounded in purge percentage—treating every purged task as missed opportunity and revenue loss—and partner with WFM to match supply to prioritized demand windows
- Define and land program KPIs, dashboards, and operating reviews
- Prioritize signals and plays that first reduce LTV loss, then drive contact rate down, improve CSAT, and reduce fraud/abuse—sequencing the backlog to maximize business impact
Required Qualifications
- 8+ years of program management in complex, cross-functional environments (e.g., CX platforms, growth, fintech, e-commerce, marketplace, or scaled consumer tech)
- Proven track record delivering real-time, data-driven programs spanning event streaming, decisioning, and operationalization (e.g., signal ingestion, cohorting, rules engines, routing, workforce readiness)
- Strong execution leadership: roadmapping, dependency management, risk mitigation, and measurable outcomes in partnership with Product, Eng, Data, and Operations
- Experience defining and operationalizing SLAs/KPIs; demonstrated ability to tie operational levers to revenue, retention, and CX outcomes
- Excellent communication and stakeholder management across levels; ability to translate strategy into pragmatic execution plans and results
- Technical awareness of how this technology should function
- Desire to experiment and innovate on behalf of customers
- Strong analytical and problem-solving abilities
- Familiarity with operations data analysis and using data to inform customer experience improvement decisions
- Passion for delivering a best-in-class customer experience
Preferred Qualifications
- MBA or higher level degree
- Crypto, financial services, or other tech-company experience
- Lean Six Sigma, or green/black belt certification
- Hands-on experience with real-time event pipelines, decisioning systems, and cohort governance
- Familiarity with contact center task routing and orchestration, ideally with Amazon Connect or similar CCAS
- Background in implementing TTL-based, priority-driven task models; comfort with throttled demand staffing and queue health optimization
- Experience in fraud/abuse, payments, or compliance-adjacent CX workflows; adept at back-office resolution-first SOPs and authenticated outreach practices
Required Skills
- program management
- cross-functional collaboration
- real-time data-driven programs
- event streaming
- decisioning
- operationalization
- roadmapping
- dependency management
- risk mitigation
- SLAs/KPIs
- communication
- stakeholder management
- technical awareness
- analytical abilities
- problem-solving
- operations data analysis
Benefits
- bonus eligibility
- equity eligibility
- benefits (including medical, dental, vision and 401(k))
Salary Range
$140080 - $164800 USD
Locations
- US Zone 1 (Job Requisitions Only), United States (Remote)
Salary
140,080 - 164,800 USD / yearly
Skills Required
- program managementintermediate
- cross-functional collaborationintermediate
- real-time data-driven programsintermediate
- event streamingintermediate
- decisioningintermediate
- operationalizationintermediate
- roadmappingintermediate
- dependency managementintermediate
- risk mitigationintermediate
- SLAs/KPIsintermediate
- communicationintermediate
- stakeholder managementintermediate
- technical awarenessintermediate
- analytical abilitiesintermediate
- problem-solvingintermediate
- operations data analysisintermediate
Required Qualifications
- 8+ years of program management in complex, cross-functional environments (e.g., CX platforms, growth, fintech, e-commerce, marketplace, or scaled consumer tech) (experience)
- Proven track record delivering real-time, data-driven programs spanning event streaming, decisioning, and operationalization (e.g., signal ingestion, cohorting, rules engines, routing, workforce readiness) (experience)
- Strong execution leadership: roadmapping, dependency management, risk mitigation, and measurable outcomes in partnership with Product, Eng, Data, and Operations (experience)
- Experience defining and operationalizing SLAs/KPIs; demonstrated ability to tie operational levers to revenue, retention, and CX outcomes (experience)
- Excellent communication and stakeholder management across levels; ability to translate strategy into pragmatic execution plans and results (experience)
- Technical awareness of how this technology should function (experience)
- Desire to experiment and innovate on behalf of customers (experience)
- Strong analytical and problem-solving abilities (experience)
- Familiarity with operations data analysis and using data to inform customer experience improvement decisions (experience)
- Passion for delivering a best-in-class customer experience (experience)
Preferred Qualifications
- MBA or higher level degree (experience)
- Crypto, financial services, or other tech-company experience (experience)
- Lean Six Sigma, or green/black belt certification (experience)
- Hands-on experience with real-time event pipelines, decisioning systems, and cohort governance (experience)
- Familiarity with contact center task routing and orchestration, ideally with Amazon Connect or similar CCAS (experience)
- Background in implementing TTL-based, priority-driven task models; comfort with throttled demand staffing and queue health optimization (experience)
- Experience in fraud/abuse, payments, or compliance-adjacent CX workflows; adept at back-office resolution-first SOPs and authenticated outreach practices (experience)
Responsibilities
- Lead the end-to-end program to standardize a single, real-time customer-impact signal fabric that detects unhappy-path and revenue-opportunity events within seconds, reducing detection-to-action from hours to minutes
- Stand up dynamic, governed customer cohorts (e.g., Premium, Prosumer, High Potential, At-risk loyal) exposed via API to decision engines; enable teams to self-serve creation, versioning, and targeting of cohorts by persona and attributes
- Establish and scale a specialized resolution operating model: route enriched tasks to accountable teams that prioritize back-office fixes first and use authenticated, high-response channels for outreach when needed to build trust and reduce friction
- Drive the throttled demand staffing model grounded in purge percentage—treating every purged task as missed opportunity and revenue loss—and partner with WFM to match supply to prioritized demand windows
- Define and land program KPIs, dashboards, and operating reviews
- Prioritize signals and plays that first reduce LTV loss, then drive contact rate down, improve CSAT, and reduce fraud/abuse—sequencing the backlog to maximize business impact
Benefits
- general: bonus eligibility
- general: equity eligibility
- general: benefits (including medical, dental, vision and 401(k))
Tags & Categories
CX Senior Program Lead (Proactive Support)
Coinbase
CX Senior Program Lead (Proactive Support)
Job Description
Responsibilities
- Lead the end-to-end program to standardize a single, real-time customer-impact signal fabric that detects unhappy-path and revenue-opportunity events within seconds, reducing detection-to-action from hours to minutes
- Stand up dynamic, governed customer cohorts (e.g., Premium, Prosumer, High Potential, At-risk loyal) exposed via API to decision engines; enable teams to self-serve creation, versioning, and targeting of cohorts by persona and attributes
- Establish and scale a specialized resolution operating model: route enriched tasks to accountable teams that prioritize back-office fixes first and use authenticated, high-response channels for outreach when needed to build trust and reduce friction
- Drive the throttled demand staffing model grounded in purge percentage—treating every purged task as missed opportunity and revenue loss—and partner with WFM to match supply to prioritized demand windows
- Define and land program KPIs, dashboards, and operating reviews
- Prioritize signals and plays that first reduce LTV loss, then drive contact rate down, improve CSAT, and reduce fraud/abuse—sequencing the backlog to maximize business impact
Required Qualifications
- 8+ years of program management in complex, cross-functional environments (e.g., CX platforms, growth, fintech, e-commerce, marketplace, or scaled consumer tech)
- Proven track record delivering real-time, data-driven programs spanning event streaming, decisioning, and operationalization (e.g., signal ingestion, cohorting, rules engines, routing, workforce readiness)
- Strong execution leadership: roadmapping, dependency management, risk mitigation, and measurable outcomes in partnership with Product, Eng, Data, and Operations
- Experience defining and operationalizing SLAs/KPIs; demonstrated ability to tie operational levers to revenue, retention, and CX outcomes
- Excellent communication and stakeholder management across levels; ability to translate strategy into pragmatic execution plans and results
- Technical awareness of how this technology should function
- Desire to experiment and innovate on behalf of customers
- Strong analytical and problem-solving abilities
- Familiarity with operations data analysis and using data to inform customer experience improvement decisions
- Passion for delivering a best-in-class customer experience
Preferred Qualifications
- MBA or higher level degree
- Crypto, financial services, or other tech-company experience
- Lean Six Sigma, or green/black belt certification
- Hands-on experience with real-time event pipelines, decisioning systems, and cohort governance
- Familiarity with contact center task routing and orchestration, ideally with Amazon Connect or similar CCAS
- Background in implementing TTL-based, priority-driven task models; comfort with throttled demand staffing and queue health optimization
- Experience in fraud/abuse, payments, or compliance-adjacent CX workflows; adept at back-office resolution-first SOPs and authenticated outreach practices
Required Skills
- program management
- cross-functional collaboration
- real-time data-driven programs
- event streaming
- decisioning
- operationalization
- roadmapping
- dependency management
- risk mitigation
- SLAs/KPIs
- communication
- stakeholder management
- technical awareness
- analytical abilities
- problem-solving
- operations data analysis
Benefits
- bonus eligibility
- equity eligibility
- benefits (including medical, dental, vision and 401(k))
Salary Range
$140080 - $164800 USD
Locations
- US Zone 1 (Job Requisitions Only), United States (Remote)
Salary
140,080 - 164,800 USD / yearly
Skills Required
- program managementintermediate
- cross-functional collaborationintermediate
- real-time data-driven programsintermediate
- event streamingintermediate
- decisioningintermediate
- operationalizationintermediate
- roadmappingintermediate
- dependency managementintermediate
- risk mitigationintermediate
- SLAs/KPIsintermediate
- communicationintermediate
- stakeholder managementintermediate
- technical awarenessintermediate
- analytical abilitiesintermediate
- problem-solvingintermediate
- operations data analysisintermediate
Required Qualifications
- 8+ years of program management in complex, cross-functional environments (e.g., CX platforms, growth, fintech, e-commerce, marketplace, or scaled consumer tech) (experience)
- Proven track record delivering real-time, data-driven programs spanning event streaming, decisioning, and operationalization (e.g., signal ingestion, cohorting, rules engines, routing, workforce readiness) (experience)
- Strong execution leadership: roadmapping, dependency management, risk mitigation, and measurable outcomes in partnership with Product, Eng, Data, and Operations (experience)
- Experience defining and operationalizing SLAs/KPIs; demonstrated ability to tie operational levers to revenue, retention, and CX outcomes (experience)
- Excellent communication and stakeholder management across levels; ability to translate strategy into pragmatic execution plans and results (experience)
- Technical awareness of how this technology should function (experience)
- Desire to experiment and innovate on behalf of customers (experience)
- Strong analytical and problem-solving abilities (experience)
- Familiarity with operations data analysis and using data to inform customer experience improvement decisions (experience)
- Passion for delivering a best-in-class customer experience (experience)
Preferred Qualifications
- MBA or higher level degree (experience)
- Crypto, financial services, or other tech-company experience (experience)
- Lean Six Sigma, or green/black belt certification (experience)
- Hands-on experience with real-time event pipelines, decisioning systems, and cohort governance (experience)
- Familiarity with contact center task routing and orchestration, ideally with Amazon Connect or similar CCAS (experience)
- Background in implementing TTL-based, priority-driven task models; comfort with throttled demand staffing and queue health optimization (experience)
- Experience in fraud/abuse, payments, or compliance-adjacent CX workflows; adept at back-office resolution-first SOPs and authenticated outreach practices (experience)
Responsibilities
- Lead the end-to-end program to standardize a single, real-time customer-impact signal fabric that detects unhappy-path and revenue-opportunity events within seconds, reducing detection-to-action from hours to minutes
- Stand up dynamic, governed customer cohorts (e.g., Premium, Prosumer, High Potential, At-risk loyal) exposed via API to decision engines; enable teams to self-serve creation, versioning, and targeting of cohorts by persona and attributes
- Establish and scale a specialized resolution operating model: route enriched tasks to accountable teams that prioritize back-office fixes first and use authenticated, high-response channels for outreach when needed to build trust and reduce friction
- Drive the throttled demand staffing model grounded in purge percentage—treating every purged task as missed opportunity and revenue loss—and partner with WFM to match supply to prioritized demand windows
- Define and land program KPIs, dashboards, and operating reviews
- Prioritize signals and plays that first reduce LTV loss, then drive contact rate down, improve CSAT, and reduce fraud/abuse—sequencing the backlog to maximize business impact
Benefits
- general: bonus eligibility
- general: equity eligibility
- general: benefits (including medical, dental, vision and 401(k))
Tags & Categories