Lead CX Intelligence & AI Program Manager

Coinbase, Inc.

United States

Hybrid

USD 140,000 - 190,000

Full time

3 days ago

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Job summary

Coinbase is seeking a Technical Program Manager for CX Intelligence & AI to own program management across CX Ops, CX Programs, Product/Engineering, and Analytics. You will drive cross-functional execution and transform Coinbase Customer Support into an AI-powered, efficient experience.

You will define strategy, size opportunities, track OKRs, and manage milestones with leadership, ensuring rollout of tooling across CX.

Qualifications

10+ years of TPM or related experience in scaled technology environments.
Experience shaping CX or customer-support product roadmaps.
Strong ability to size work, manage risk, and ship complex initiatives.

Responsibilities

Define a strategic roadmap and partner with Engineering to deliver high-priority initiatives and innovative solutions to CX challenges.
Own a large portfolio of agent tooling and SaaS initiatives across AI automation and analytics infrastructure.
Independently uncover CX opportunities and align 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 OKRs with product managers.
Drive business process documentation to ensure change management and rollout of tooling across CX.
Innovate with technology and drive AI-first solutions to improve CX outcomes.