CX AI Program Manager — Strategic, AI-Driven Initiatives

Coinbase, Inc.; Oklahoma City (OK); On-site; USD 212,000 - 250,000; Full time

Job summary

Coinbase, Inc. is seeking a Technical Program Manager for CX Intelligence & AI (CXI) to own cross-functional program management across CX Ops, CX Programs, Product/Engineering, and Analytics.

Lead AI-powered CX initiatives, define roadmaps, and ensure timely delivery of high-impact projects while partnering with multiple product areas. The role emphasizes strategic sizing, north-star metrics, and quarterly targets, with a focus on building scalable AI-driven CX capabilities and robust

Qualifications

• 10+ years in technical program management or related roles within complex, scaled technology environments.
• Experience transforming CX functions with automation/AI at a product-led tech company.
• Ability to align engineering, product, and leadership on complex initiatives with data-backed decisions.

Responsibilities

• Define a strategic roadmap and partner with Engineering to deliver high-priority initiatives for CX.
• Own a portfolio of agent tooling and SaaS initiatives including AI automation and analytics infrastructure.
• Uncover CX opportunities, align resources, and drive tradeoffs with CX and Engineering leadership.
• Define north-star metrics, set quarterly KR targets, and manage OKR reporting to leadership.
• Drive process documentation and rollout of tooling and automation changes across CX.
• Innovate with AI to identify opportunities for automation across responsibilities.

Skills

Technical program management

Cross-functional leadership

AI/ML familiarity

Analytics & data

Looker/Snowflake

Stakeholder management

Roadmapping & strategy

Tools

Looker

Snowflake

Job description

Coinbase, Inc. is seeking a Technical Program Manager for CX Intelligence & AI (CXI) to own cross-functional program management across CX Ops, CX Programs, Product/Engineering, and Analytics.

Lead AI-powered CX initiatives, define roadmaps, and ensure timely delivery of high-impact projects while partnering with multiple product areas. The role emphasizes strategic sizing, north-star metrics, and quarterly targets, with a focus on building scalable AI-driven CX capabilities and robust