Remote-First AI CX Program Manager

Coinbase, Inc.; Baton Rouge (LA); Hybrid; USD 212,000 - 250,000; Full time

Job summary

Coinbase is seeking a Technical Program Manager for CX Intelligence & AI (CXI) to own the embedded program management for CX. You will drive cross-functional execution across CX Ops, CX Programs, Product/Engineering, and Analytics, transforming Coinbase Customer Support into an AI-powered, scalable function.

You will define strategic roadmaps, manage a large portfolio of tooling, and partner with analytics to measure impact.

Qualifications

• 10+ years of experience in technical program management or related roles.
• Experience with AI/ML systems, automation, data pipelines.
• Ability to define strategies, roadmaps and cross-functional execution.

Responsibilities

• Define a strategic roadmap and partner with Engineering to deliver high-priority initiatives across CX areas.
• Own a portfolio of agent tooling and SaaS initiatives, evaluating external AI vendors.
• Uncover CX opportunities where problems/solutions are not well understood and align leadership on resource allocation.
• Size opportunities, define north-star metrics, and set quarterly targets for shared KR performance.
• Drive business process documentation and rollout of tooling and automation changes across CX.
• Innovate with AI-first solutions to improve CX outcomes and efficiency.

Skills

Technical program management

AI/ML systems

Data analytics

Tools

Looker

Snowflake

Job description

Coinbase is seeking a Technical Program Manager for CX Intelligence & AI (CXI) to own the embedded program management for CX. You will drive cross-functional execution across CX Ops, CX Programs, Product/Engineering, and Analytics, transforming Coinbase Customer Support into an AI-powered, scalable function.

You will define strategic roadmaps, manage a large portfolio of tooling, and partner with analytics to measure impact.