AI CX Program Lead: Strategy, Execution & Insights

Coinbase; Washington (District of Columbia); Hybrid; USD 212,000 - 250,000; Full time

Job summary

Coinbase is seeking a Technical Program Manager for CX Intelligence & AI (CXI) to lead cross-functional programs across CX Ops, CX Programs, Product/Engineering, and Analytics. You will drive strategic roadmaps, manage a portfolio of AI-enabled tooling, and align leadership on prioritization.

The role blends program management with AI-driven CX transformation in a remote-first company that requires periodic in-person surges.

Qualifications

• 10+ years of experience in technical program management or related roles within complex technology environments.

Responsibilities

• Define a strategic roadmap and partner with Engineering to deliver high-priority initiatives across CX.
• Own a portfolio of agent tooling and SaaS initiatives, including evaluating external AI vendors.
• Independently uncover CX opportunities where the problem or solution is not well understood, and align leadership to shift resources or launch/cancel initiatives.
• Own opportunity sizing, define north-star metrics, and set quarterly targets for shared KR in partnership with product managers.
• Drive change management and rollout of tooling and automation changes across CX.
• Innovate with AI to improve CX outcomes.

Skills

Program management

CX experience

AI/ML familiarity

Vendor evaluation

Cross-functional collaboration

Tools

Looker

Snowflake

Job description

Coinbase is seeking a Technical Program Manager for CX Intelligence & AI (CXI) to lead cross-functional programs across CX Ops, CX Programs, Product/Engineering, and Analytics. You will drive strategic roadmaps, manage a portfolio of AI-enabled tooling, and align leadership on prioritization.

The role blends program management with AI-driven CX transformation in a remote-first company that requires periodic in-person surges.