Remote AI CX Program Manager & Analytics Lead

Coinbase, Inc.; Phoenix (AZ); Remote; USD 212,000 - 250,000; Full time

Job summary

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

You will shape strategies where solutions are not yet defined and coordinate cross-functional delivery of AI-powered CX initiatives. You will partner with product and engineering to size work, manage dependencies, and report milestones, ensuring measurable impact and adherence to OKRs.

Qualifications

• 10+ years of experience in technical program management, product/program management, strategy, or related roles within complex, scaled technology environments.
• Proven track record independently uncovering business and customer challenges, creating strategies spanning engineering teams and advising leadership.
• Exceptional program management with ability to size work, sequence dependencies, manage risk, and ship complex initiatives on time.
• Fluency with AI/ML systems, automation platforms, data pipelines, and CX technologies, and experience with Looker/Snowflake for metrics.
• Experience partnering with Product, Engineering, Analytics, and Operations to translate insights into roadmaps and improvements.
• Utilizes generative AI responsibly with human oversight to drive measurable improvements.

Responsibilities

• Define a strategic roadmap and partner with Engineering to deliver high-priority initiatives across CX.
• Own a large portfolio of agent tooling and SaaS initiatives, including AI automation and analytics infrastructure.
• Uncover CX opportunities where problem and solution are not well understood and align leadership on priorities.
• Define north-star metrics and quarterly targets for shared KR contributors, with program reporting to leadership.
• Drive business process documentation and rollout of tooling and automation changes across CX.
• Innovate with technology and drive AI-first solutions to improve CX outcomes.

Skills

Technical program management

AI/ML understanding

Cross-functional collaboration

Data-driven decision making

Strategic roadmapping

Tools

Looker

Snowflake

Job description

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

You will shape strategies where solutions are not yet defined and coordinate cross-functional delivery of AI-powered CX initiatives. You will partner with product and engineering to size work, manage dependencies, and report milestones, ensuring measurable impact and adherence to OKRs.