CX AI Program Lead - Technical PM

Coinbase

Nashville (TN)

Hybrid

USD 212,000 - 250,000

Full time

14 days+

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Job summary

Coinbase is seeking a Technical Program Manager for CX Intelligence & AI in Nashville. You will be the embedded PM driving cross-functional execution across CX Ops, Programs, Product/Engineering, and Analytics to transform Coinbase Customer Support into an AI-powered, efficient experience.

You will own project management, comms, milestones, and cross-functional deliverables. The role requires 10+ years in technical program management within scalable tech environments, with a track record of

Qualifications

10+ years of experience in technical program management or related roles within complex, tech environments.
Proven ability to uncover business and customer challenges and shape roadmap decisions across multiple teams.
Strong execution discipline with cross-functional, cross-org program portfolios.
Fluency with AI/ML systems, automation platforms, data pipelines, and CX technologies.
Experience partnering with Product, Engineering, Analytics, and Operations to improve CX.
Ability to advise senior leadership on optimal execution paths and resource allocation.

Responsibilities

Define a strategic roadmap and partner with Engineering to deliver high-priority CX initiatives.
Own a portfolio of agent tooling and SaaS initiatives, including AI automation and analytics infrastructure.
Independently uncover CX opportunities and align with leadership to shift resources or launch/cancel projects.
Own opportunity sizing, define north-star metrics, and set quarterly KR targets with product managers.
Drive process documentation for changes and rollout of tooling across CX.
Innovate with technology and leverage AI capabilities to improve CX outcomes.