CX AI & Intelligence Program Lead

Coinbase, Inc.; Charlotte (NC); Remote; USD 212,000 - 250,000; Full time

Job summary

Coinbase is seeking a Technical Program Manager for CX Intelligence & AI (CXI) to be the embedded PM for CX, driving cross-functional execution across CX Ops, CX Programs, Product/Engineering, and Analytics. You will manage the AI-powered CX roadmap and align with multiple teams to deliver high-impact initiatives.

You’ll own a portfolio spanning agent tooling, AI automation, analytics infrastructure, and workflow improvements, while defining success metrics and quarterly targets.

Qualifications

• 10+ years of experience in technical program management or related roles within complex tech environments, preferably supporting CX engineering.
• Proven ability to uncover business and customer challenges where problem/solution are not understood and guide resource allocation.

Responsibilities

• Define a strategic roadmap and partner with Engineering to deliver high-priority initiatives and roadmaps across CX areas.
• Own a large portfolio of agent tooling and SaaS initiatives spanning AI automation, analytics infrastructure, and support channel strategy.
• Uncover CX opportunities and drive alignment with CX and Engineering leadership to shift resources or launch new projects.
• Own opportunity sizing, define north-star metrics, and set quarterly targets for shared KR's in partnership with product managers, while managing OKR reporting.
• Drive process documentation and rollout of tooling and automation changes across CX.
• Innovate with AI to improve CX outcomes and leverage emerging AI capabilities.

Skills

Technical PM

Cross-functional

AI/ML familiarity

Data analytics tools

Tools

Looker

Snowflake

Job description

Coinbase is seeking a Technical Program Manager for CX Intelligence & AI (CXI) to be the embedded PM for CX, driving cross-functional execution across CX Ops, CX Programs, Product/Engineering, and Analytics. You will manage the AI-powered CX roadmap and align with multiple teams to deliver high-impact initiatives.

You’ll own a portfolio spanning agent tooling, AI automation, analytics infrastructure, and workflow improvements, while defining success metrics and quarterly targets.