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Technical Program Manager, CX Intelligence & AI

Coinbase
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Hybrid (Remote - USA)$212.3k - $249.8kfull-timePosted 4mo ago

About the role

Technical Program Manager for CX Intelligence & AI (CXI) responsible for cross-functional execution across CX Ops, CX Programs, Product/Engineering, and Analytics to transform Coinbase Customer Support into an AI-powered, efficient CX experience. Owns project management, communications, milestones, and cross-functional deliverables, driving AI-first solutions and automation across CX.

Responsibilities

  • Define a strategic roadmap and partner with Engineering to deliver high-priority initiatives and innovative solutions to CX challenges, while executing ongoing and annual roadmapping for priority programs across multiple product areas and holding the line on quality across product and operational areas.
  • Own a large portfolio of agent tooling and SaaS initiatives spanning AI automation, customer/agent insights, analytics infrastructure, and support channel strategy, including evaluating external vendors for new AI automation solutions to leverage as part of the tooling stack.
  • Independently uncover CX and customer opportunities where neither the problem nor the solution is well understood, and drive alignment with CX and Engineering leadership to shift resources, launch new projects, or cancel existing initiatives by leveraging frameworks and presenting tradeoffs to drive the right business priorities.
  • Own opportunity sizing, define north-star success metrics, and set quarterly targets for shared KRs in partnership with EAA product managers, while managing the source of truth for OKR performance and program reporting to leadership (WBR/QBR).
  • Drive business process documentation to ensure proper change management and rollout of tooling and automation changes across CX.
  • Innovate with technology and drive AI-first solutions across all responsibilities, continuously identifying opportunities to leverage automation and emerging AI capabilities to improve CX outcomes.

Qualifications

  • 10+ years of experience in technical program management, product/program management, strategy, or related roles within complex, scaled technology environments, preferably supporting CX engineering teams, with prior experience building or materially transforming a CX function at a product-led tech company where automation and AI were central to the roadmap.
  • Proven track record independently uncovering business and customer challenges where neither the problem nor the solution is well understood, creating strategies that span engineering teams, and demonstrated ability to make the call or escalate the need to shift resources, launch new projects, or cancel existing programs, including advising L8+/VP leadership on optimal execution paths and managing push-back.
  • Exceptional program management and execution discipline with the ability to size work, sequence dependencies, manage risk, and ship complex initiatives on time with quantified impact, including demonstrated success owning cross-functional, cross-org program portfolios with high ambiguity and external dependencies (regulatory, vendor, multi-product launches).
  • Fluency with AI/ML systems, automation platforms, data pipelines, and CX technologies, with the ability to leverage technical depth in your area and technical breadth across Coinbase to innovate, improve upon, and simplify technology solutions, combined with comfort working with analytics partners and BI tools (e.g., Looker, Snowflake) to define metrics, interpret trends, and make tradeoffs grounded in data.
  • Experience partnering deeply with Product, Engineering, Analytics, and Operations to translate customer and operational insights into roadmap changes and systemic improvements, with a background spanning multiple CX disciplines (VoC/insights, AI/ML, analytics, QA, content/knowledge management, experimentation, or workforce management) and comfort rotating across them, ideally within fintech, financial services, or regulated industries, with familiarity with Coinbase's products, customer segments, and risk surface or the curiosity to rapidly build that knowledge.
  • Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Skills

Required:Roadmapping and program governanceCross-functional leadershipAI/ML and automation familiarity

Benefits

  • Medical Plan, Dental and Vision Plan with generous employee contributions
  • Health Savings Account with company contributions each pay period
  • Disability and Life Insurance
  • 401(k) plan with company match
  • Wellness Stipend
  • Mobile/Internet Reimbursement
  • Volunteer Time Off
  • Fertility Counseling and Benefits
  • Generous Time off/Leave Policy
  • The option of getting paid in digital currency
Last updated Oct 15, 2026. Interested? Apply on the company site.
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About Coinbase

Buy, sell, and manage cryptocurrencies.

Founded in June of 2012, Coinbase is a digital currency wallet and platform where merchants and consumers can transact with new digital currencies like bitcoin, ethereum, and litecoin. Our vision is to bring more innovation, efficiency, and equality of opportunity to the world by building an open financial system. Our first step on that journey is making digital currency accessible and approachable for everyone. Two principles guide our efforts. First, be the most trusted company in our domain. Second, create user-focused products that are easier and more intuitive to use.

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