AI-Driven CX Programs Leader

Coinbase; Cheyenne (WY); On-site; USD 212,000 - 250,000; Full time

Job summary

Coinbase is seeking a Technical Program Manager for CX Intelligence & AI (CXI) to own end-to-end program management across CX Ops, CX Programs, Product/Engineering, and Analytics. You will drive cross-functional delivery, align leadership on priorities, and advance an AI-powered customer support experience.

You will define roadmaps, manage a large portfolio of tooling and SaaS initiatives, and partner with product managers to set quarterly targets while ensuring change management and governance

Qualifications

• 10+ years in technical program management or related roles within complex tech environments.
• Experience building or transforming a CX function with automation/AI as a central roadmap.
• Proven ability to align engineering, product, analytics, and operations to roadmap changes.

Responsibilities

• Define a strategic roadmap and partner with Engineering to deliver high-priority CX initiatives.
• Own portfolio of agent tooling and SaaS initiatives, including AI automation and analytics infrastructure.
• Uncover CX opportunities where problem/solution are not yet understood and drive alignment for new projects or cancellations.
• Define north-star metrics and quarterly OKR targets with product managers; manage program reporting to leadership (WBR/QBR).
• Document business processes and rollout tooling/automation changes across CX to enable change management.
• Innovate with AI and automation to improve CX outcomes and operational efficiency.

Skills

Strategic roadmap

Cross-functional leadership

AI/ML systems fluency

Data-driven decision making

Regulated industries experience

Tools

Looker

Snowflake

Job description

Coinbase is seeking a Technical Program Manager for CX Intelligence & AI (CXI) to own end-to-end program management across CX Ops, CX Programs, Product/Engineering, and Analytics. You will drive cross-functional delivery, align leadership on priorities, and advance an AI-powered customer support experience.

You will define roadmaps, manage a large portfolio of tooling and SaaS initiatives, and partner with product managers to set quarterly targets while ensuring change management and governance