Lead TPM AI-Driven CX Intelligence

Coinbase

United States

Hybrid

USD 212,330 - 249,800

Full time

14 days+

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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.