AI-Driven CX Program Manager

Coinbase; Bismarck (ND); Hybrid; USD 212,000 - 250,000; Full time

Job summary

Coinbase is seeking an experienced Technical Program Manager for CX Intelligence & AI (CXI). You will own the embedded program management for CX, driving cross-functional execution across CX Ops, CX Programs, Product/Engineering, and Analytics to transform customer support using AI-powered automation.

Responsibilities include defining roadmaps, managing a large portfolio of AI tooling, partnering with leadership, and delivering complex initiatives with high ambiguity across multiple teams.

Qualifications

• 10+ years of experience in technical program management, product/program management, strategy, or related roles within complex, tech environments, preferably supporting CX engineering teams.
• Experience building or transforming a CX function where automation and AI were central to the roadmap.
• Proven track record uncovering business and customer challenges, guiding resource allocation and project launches.
• Strong discipline in program management, risk sizing, dependency sequencing, and on-time delivery.

Responsibilities

• Define a strategic roadmap and partner with Engineering to deliver high-priority initiatives and innovative solutions to CX challenges, while roadmapping priority programs across product areas.
• Own a large portfolio of agent tooling and SaaS initiatives spanning AI automation, insights, analytics infrastructure, and support channel strategy.
• Uncover CX opportunities where problems and solutions are unclear, aligning with leadership to shift resources or launch/cancel projects.
• Own opportunity sizing, define north-star metrics, and set quarterly KR targets with product managers; manage OKR reporting.
• Drive business process documentation for change management and rollout of tooling and automation changes.
• Innovate with technology to deliver AI-first solutions and improve CX outcomes.

Skills

Technical program management

Cross-functional collaboration

AI/ML familiarity

Data analytics

Looker

Snowflake

Tools

Looker

Snowflake

Job description

Coinbase is seeking an experienced Technical Program Manager for CX Intelligence & AI (CXI). You will own the embedded program management for CX, driving cross-functional execution across CX Ops, CX Programs, Product/Engineering, and Analytics to transform customer support using AI-powered automation.

Responsibilities include defining roadmaps, managing a large portfolio of AI tooling, partnering with leadership, and delivering complex initiatives with high ambiguity across multiple teams.