AI-Driven CX Programs PM

Coinbase; Boston (MA); Hybrid; USD 212,000 - 250,000; Full time

Job summary

Coinbase is seeking a Technical Program Manager for CX Intelligence & AI to join a cross-functional team spanning CX Ops, Product/Engineering, and Analytics. You will own program management, align stakeholders, and drive ambitious AI-powered initiatives across the support organization.

The role emphasizes strategic roadmapping, opportunity sizing, and governance for quarterly OKRs, with a focus on scalable automation and AI-driven CX improvements in a fast-paced fintech environment.

Qualifications

• 10+ years of technical program management or product/program management in complex tech environments.
• Experience with AI/ML systems and analytics tooling to drive CX improvements.
• Ability to partner with Product, Engineering, Analytics, and Ops to translate insights into roadmaps.

Responsibilities

• Define a strategic roadmap with Engineering for high-priority CX initiatives.
• Own a portfolio of agent tooling and AI automation projects.
• Uncover CX opportunities and align resources with leadership.
• Size opportunities and set quarterly OKR targets for teams.
• Drive change management and rollout of tooling/automation across CX.

Skills

Technical PM

AI/ML fluency

Cross-functional

Data tooling

Tools

Looker

Snowflake

Job description

Coinbase is seeking a Technical Program Manager for CX Intelligence & AI to join a cross-functional team spanning CX Ops, Product/Engineering, and Analytics. You will own program management, align stakeholders, and drive ambitious AI-powered initiatives across the support organization.

The role emphasizes strategic roadmapping, opportunity sizing, and governance for quarterly OKRs, with a focus on scalable automation and AI-driven CX improvements in a fast-paced fintech environment.