Remote CX Intelligence & AI Program Lead

Coinbase; Pierre (SD); Hybrid; USD 212,000 - 250,000; Full time

Job summary

Coinbase is seeking a Technical Program Manager for CX Intelligence & AI (CXI) to lead cross-functional initiatives across CX Ops, Programs, Product/Engineering, and Analytics. You will own program management, communications, milestones, and cross-functional deliverables, driving AI-first improvements and scalable CX systems.

With 10+ years in TPM roles at product-led tech companies, you will size work, manage dependencies, and partner with leadership to prioritize projects and optimize

Qualifications

• 10+ years of experience in technical program management, product/program management, strategy, or related roles within complex, scaled technology environments, preferably supporting CX engineering teams.
• Proven track record independently uncovering business and customer challenges where neither the problem nor the solution is well understood, creating strategies that span engineering teams, and advising leadership on execution paths.
• Exceptional program management and execution discipline with the ability to size work, sequence dependencies, manage risk, and ship complex initiatives on time with quantified impact.

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 spanning AI automation, customer/agent insights, analytics infrastructure, and support channel strategy.
• Independently uncover CX and customer opportunities where the problem or solution is not well understood and drive alignment to shift resources or launch new projects.

Skills

Technical program management

AI/ML fluency

Cross-functional leadership

Data-driven decision making

BI tooling (Looker, Snowflake)

Tools

Looker

Snowflake

AI automation platforms

Job description

Coinbase is seeking a Technical Program Manager for CX Intelligence & AI (CXI) to lead cross-functional initiatives across CX Ops, Programs, Product/Engineering, and Analytics. You will own program management, communications, milestones, and cross-functional deliverables, driving AI-first improvements and scalable CX systems.

With 10+ years in TPM roles at product-led tech companies, you will size work, manage dependencies, and partner with leadership to prioritize projects and optimize