Lead TPM AI-Driven CX Intelligence

Coinbase; United States; Hybrid; USD 212,330 - 249,800; Full time

Job summary

Coinbase is seeking a Lead Technical Program Manager for CX Intelligence & AI (CXI). You will be the embedded PM for CX, coordinating across CX Ops, CX Programs, Product/Engineering, and Analytics to transform Coinbase Customer Support with AI-enabled efficiency and a superior customer experience.

You will define strategies for ambiguous challenges, plan programs with dependencies across product groups, and manage milestones, communications, and cross-functional deliverables, including OKRs and

Qualifications

• 10+ years in technical program or product management within complex tech environments.
• Experience translating customer insights into roadmaps and systemic improvements.
• Comfort with AI/ML concepts and analytics tooling to define metrics and tradeoffs.

Responsibilities

• Define a strategic roadmap with Engineering to deliver high-priority CX initiatives.
• Own a portfolio of agent tooling and SaaS initiatives, including evaluating external AI vendors.
• Uncover CX opportunities, align leadership, and steer resource allocation or project cancellation.
• Size work, sequence dependencies, manage risk, and ship complex initiatives on time.
• Collaborate with Product, Engineering, Analytics, and Operations to improve CX and workflows.
• Drive AI-first solutions and ensure human oversight for quality outputs.

Skills

Strategic roadmap planning

Cross-functional leadership

AI/ML systems fluency

Program management discipline

Data-driven decision making

Vendor and external partner oversight

Tools

Looker

Snowflake

Analytics platforms

Job description

Coinbase is seeking a Lead Technical Program Manager for CX Intelligence & AI (CXI). You will be the embedded PM for CX, coordinating across CX Ops, CX Programs, Product/Engineering, and Analytics to transform Coinbase Customer Support with AI-enabled efficiency and a superior customer experience.

You will define strategies for ambiguous challenges, plan programs with dependencies across product groups, and manage milestones, communications, and cross-functional deliverables, including OKRs and