Remote AI-Driven CX TPM: Transform Customer Support

Coinbase; Columbus (OH); Hybrid; USD 212,000 - 250,000; Full time

Job summary

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

You will lead strategic roadmaps, own a portfolio of agent tooling and SaaS initiatives, and partner with leadership to align on priorities while leveraging AI technologies. This role centers on transforming Customer Support through scalable, data-driven approaches.

Qualifications

• 10+ years in technical program management or related roles within complex technology environments.
• Experience transforming CX functions with automation/AI
• Ability to size work, manage dependencies, and ship complex initiatives on time.

Responsibilities

• Define a strategic roadmap with Engineering for high-priority CX initiatives.
• Own tooling and SaaS initiatives across AI automation and analytics.
• Uncover CX opportunities and align with leadership to allocate resources.
• Set north-star metrics and quarterly KR targets with product managers.
• Document business processes for change management across CX.
• Advance AI-first solutions to improve CX outcomes.

Skills

Technical program mgmt

CX/AI strategy

Cross-functional leadership

Data analytics

AI/ML familiarity

Tools

Looker

Snowflake

Job description

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

You will lead strategic roadmaps, own a portfolio of agent tooling and SaaS initiatives, and partner with leadership to align on priorities while leveraging AI technologies. This role centers on transforming Customer Support through scalable, data-driven approaches.